The document discusses employee empowerment in the hospitality industry. It argues that empowering frontline employees to resolve customer issues on the spot, without needing manager approval, leads to better customer experiences and loyalty. As an example, it highlights how the Ritz-Carlton Hotel Group gives each employee $2,000 discretionary spending to satisfy customers. While some worry about risks of empowerment, the document asserts that clear guidelines, communication of company values, hiring the right people, and trusting employees can overcome fears while boosting employee engagement and service quality.
The document discusses various topics related to employee benefits, engagement, and wellness in the hospitality industry. It discusses how empowering employees through discretionary spending allows them to better serve customers. It also discusses the importance of financial education for employees and how financial stress negatively impacts employee wellbeing and productivity at work. Providing financial advice and education benefits employees and employers by reducing distractions from financial worries.
Do It Yourself Outplacement Kit For Hr Professionalsvfandco
The document provides an overview of outplacement services for HR professionals. It discusses pre-termination planning, including assessing risks, roadblocks, and special circumstances for employees. It emphasizes the importance of customizing services to individual needs through personalized letters, manager training, and tailored packages. The document also outlines the components of a typical outplacement package, including counseling, assessments, career development, and follow up.
1) The document discusses 7 things that law firms should do with their staff but often don't, including growing closer to clients, growing staff skill sets, and growing their fee base.
2) It emphasizes the importance of putting the right staff members in the right roles based on their personality types and how they cope with adversity.
3) The document provides advice on how law firms can coach their staff, including scoping work more holistically, understanding basic business concepts, becoming better presenters, showing career development opportunities, and replacing staff who refuse to improve.
How to Grow Your Business by Outsourcing to a Professional Virtual Assistant ...Jo Saunders
The document discusses how business owners can grow their business by outsourcing tasks to a virtual assistant (VA). It explains that a VA is a remote worker who can take on administrative and supportive tasks virtually. Hiring a VA allows business owners to save money compared to hiring local employees. The document provides guidance on finding a trustworthy VA, communicating effectively with them, determining appropriate tasks for a VA, and starting the outsourcing process.
This document discusses customer service excellence. It presents a pyramid organizational structure with customers at the top, followed by front-line staff, supervisors, management, and the CEO at the bottom. This structure emphasizes servant leadership where leadership exists to support all levels in serving customers well. The document then discusses keys to connecting with customers such as sincerity, empathy, and credibility. It provides guiding principles for customer service including treating every customer as the most important and viewing customer complaints as opportunities for improvement. Finally, it shares quotes from various leaders about the importance of customer service.
The document discusses strategies for acquiring and retaining shared employer groups (SEGs). It provides tips from credit union professionals on building relationships with company decision makers, recruiting and engaging employee members, and maintaining successful long-term partnerships with SEGs. Key recommendations include developing exclusive agreements with companies, understanding each SEG's needs, promoting financial education opportunities, and dedicating resources to onboard and retain new members.
Grow your membership through SEG development. Learn best practices, use Commercial products as a new door into SEGs, onboard and speak the CEO\'s language with ROI.
Want more? Call Eric Gagliano at 937-426-9848.
Michael Del Camp was recently fired from his job as a Debt Specialist II at TD Bank's West Falmouth, Maine location. In a letter to bank directors and officers, he disputes the reasons given for his termination and argues that he performed his job well. He requests to be reinstated with a one-year contract, restored overtime eligibility and bonus pay due to unjust treatment. He believes improper reasons were given for his dismissal and hopes the situation can be resolved satisfactorily.
The document discusses various topics related to employee benefits, engagement, and wellness in the hospitality industry. It discusses how empowering employees through discretionary spending allows them to better serve customers. It also discusses the importance of financial education for employees and how financial stress negatively impacts employee wellbeing and productivity at work. Providing financial advice and education benefits employees and employers by reducing distractions from financial worries.
Do It Yourself Outplacement Kit For Hr Professionalsvfandco
The document provides an overview of outplacement services for HR professionals. It discusses pre-termination planning, including assessing risks, roadblocks, and special circumstances for employees. It emphasizes the importance of customizing services to individual needs through personalized letters, manager training, and tailored packages. The document also outlines the components of a typical outplacement package, including counseling, assessments, career development, and follow up.
1) The document discusses 7 things that law firms should do with their staff but often don't, including growing closer to clients, growing staff skill sets, and growing their fee base.
2) It emphasizes the importance of putting the right staff members in the right roles based on their personality types and how they cope with adversity.
3) The document provides advice on how law firms can coach their staff, including scoping work more holistically, understanding basic business concepts, becoming better presenters, showing career development opportunities, and replacing staff who refuse to improve.
How to Grow Your Business by Outsourcing to a Professional Virtual Assistant ...Jo Saunders
The document discusses how business owners can grow their business by outsourcing tasks to a virtual assistant (VA). It explains that a VA is a remote worker who can take on administrative and supportive tasks virtually. Hiring a VA allows business owners to save money compared to hiring local employees. The document provides guidance on finding a trustworthy VA, communicating effectively with them, determining appropriate tasks for a VA, and starting the outsourcing process.
This document discusses customer service excellence. It presents a pyramid organizational structure with customers at the top, followed by front-line staff, supervisors, management, and the CEO at the bottom. This structure emphasizes servant leadership where leadership exists to support all levels in serving customers well. The document then discusses keys to connecting with customers such as sincerity, empathy, and credibility. It provides guiding principles for customer service including treating every customer as the most important and viewing customer complaints as opportunities for improvement. Finally, it shares quotes from various leaders about the importance of customer service.
The document discusses strategies for acquiring and retaining shared employer groups (SEGs). It provides tips from credit union professionals on building relationships with company decision makers, recruiting and engaging employee members, and maintaining successful long-term partnerships with SEGs. Key recommendations include developing exclusive agreements with companies, understanding each SEG's needs, promoting financial education opportunities, and dedicating resources to onboard and retain new members.
Grow your membership through SEG development. Learn best practices, use Commercial products as a new door into SEGs, onboard and speak the CEO\'s language with ROI.
Want more? Call Eric Gagliano at 937-426-9848.
Michael Del Camp was recently fired from his job as a Debt Specialist II at TD Bank's West Falmouth, Maine location. In a letter to bank directors and officers, he disputes the reasons given for his termination and argues that he performed his job well. He requests to be reinstated with a one-year contract, restored overtime eligibility and bonus pay due to unjust treatment. He believes improper reasons were given for his dismissal and hopes the situation can be resolved satisfactorily.
Michael Del Camp was recently fired from his job as a Debt Specialist II at TD Bank's West Falmouth, Maine location. In a letter to bank directors and officers, he disputes the reasons given for his termination and argues that he was performing his job well. He requests to be reinstated with a one-year contract, restored overtime eligibility and bonus pay. He believes his supervisors treated him unfairly and provided poor customer service during a software transition period.
Sharon McCormick started The Listening Centre after realizing there was a lack of local, cost-effective employee assistance providers in the Midlands region as a result of her experience in HR. The Listening Centre provides workplace counseling and other services to organizations of all sizes in the area. A typical day involves delivering counseling sessions, assisting with critical incidents, and designing training workshops in response to client needs. McCormick values her team of 18 practitioners and specialists, as well as the fulfillment and diversity her work provides in meeting the needs of clients and customers through an ethical, localized service.
The document discusses Kris Dureau's experience working with The Personal Coach to grow his financial services business. [1] Kris' recognition credits grew from 16,000 to 44,000 in 2011, tripling his income. [2] Working with a coach helped Kris develop a structured client process, focus his efforts, and boost his confidence in asking for referrals. [3] Kris recommends coaching to others starting out, saying a coach can provide an outside perspective to help build confidence and give advice during difficult times.
1) The document provides advice to employment solicitors on how to market their practice more effectively in light of changes reducing their client base and fees.
2) It recommends solicitors identify what clients want through discussions, do research on typical work and fees, then focus services, messaging, and sectors to better meet client needs and market conditions.
3) Specific tactics include training managers to reduce issues, educating on new laws, prioritizing high-demand services, clarifying the client value proposition, and promoting advice to avoid problems rather than just reacting to them. Visibility through existing clients, local groups, and referrers is key to growth.
The document discusses opportunities for recruiters to better engage candidates throughout the recruitment process. It argues that recruiters currently rely too heavily on impersonal communication methods like email and social media, and should instead personally contact candidates by phone to discuss roles and gather more detailed information. The document provides suggestions for how recruiters can engage candidates at each stage, including when advertising roles, creating long and shortlists, conducting interviews, and providing feedback. It asserts that meaningful engagement will lead to higher quality hires and better experiences for both candidates and recruiters.
This document provides an overview of the Motivational Whisperers membership program. It offers several membership levels - Gold, Success Plan, Platinum Success Plan, and Diamond Member Mentor. The higher tiers provide more personalized support, priority access, and mentoring opportunities. The goal is to help solo entrepreneurs grow their businesses through a supportive community, educational resources, and marketing support.
The document discusses internal communications in organizations and why it is important, especially for communicating employee benefits programs. It notes that communication only works if the intended person understands it and can provide feedback. The document then discusses trends in internal communications for 2017, including using social media at work, instant messaging to replace lengthy emails, ensuring open communication that lives up to an organization's values, empowering employees through positive communication, and using digital signage to communicate information visually. There is no single solution for internal communications and it requires engaging employees in the process.
PostgreSQL: Advanced features in practiceJano Suchal
The document discusses several advanced features of PostgreSQL including:
1) Transactional DDL which allows DDL statements to be executed transactionally.
2) Cost-based query optimization and graphical EXPLAIN plans which help choose the most efficient query plan.
3) Features like partial indexes, function indexes, k-nearest search, views, and window functions which provide powerful ways to query and analyze data.
Let Us Go Boldly Into the Present :: Michael EdsonMichael Edson
Updated April 10, 2012. Core slides (with links and footnotes) for 2011-2012 talks at Computers in Libraries, NDIIPP, OpenText, J.Boye/Aarhus, Sharing is Caring: Digitized Cultural Heritage for All (Copenhagen), and DISH (Netherlands).
Also see the updated text version of this talk (with hyperlinks and citations) at http://www.slideshare.net/edsonm/michael-edson-let-us-go-boldly-into-the-present-text-version
Fun Things to do with Kids in Chiang Mai , Northern ThailandCaleb Falcon
With it’s cooler-than-Bangkok weather, thrilling attractions, and laid back vibe, Chiang Mai is a paradise for traveling families to enjoy an intimate time to strengthen the bonds within by engaging myriad of super fun activities.
Since Chiang Mai is a mountainous and forestry area in northern thailand one can expect to engage in myriad of adventure activities in line with nature. including not limited to bungee, ziplining, trekking , cycling and last but most importantly take part in elephant conservation projects (without riding on'em).
This presentation offers an overview of the Digital Health space, including thematic investment areas, business models, metrics for evaluation, and adoption models for digital health interventions.
This document discusses evergreen SEO techniques for 2017, including having a fast and responsive mobile-friendly website with high-quality content and backlinks, securing the site with HTTPS, focusing SEO efforts across search engines, and creating an attractive design. It also promotes the company's blogs on topics like making a website appealing to users and search engines, building interactive and eye-catching responsive sites, effective social media strategies, link building tactics, and resolving mobile usability issues.
Recording: https://www.youtube.com/watch?v=qHkXVY2LpwU
External links: https://gist.github.com/itamarhaber/dddc3d4d9c19317b1477
Applications today are required to process massive amounts of data and return responses in real time. Simply storing Big Data is no longer enough; insights must be gleaned and decisions made as soon as data rushes in. In-memory databases like Redis provide the blazing fast speeds required for sub-second application response times. Using a combination of in-memory Redis and disk-based MongoDB can significantly reduce the “digestive” challenge associated with processing high velocity data.
The aim of this Forum is to explore the untapped market of Africa and to adopt the latest trends, challenges and opportunities in Islamic Finance industry of Africa.
Email: info@alhudacibe.com OR support@alhudacibe.com
An Educators Guide to Podcasting and Broadcasting by @TeacherCastJeffrey Bradbury
Lean how to successfully create your own professional style podcast, edit it, launch it onto the world wide web, and promote it to your friends.
Jeff Bradbury, creator of the TeacherCast Educational Broadcasting Network shows you the front and back of Educational Podcasting in this great presentation.
Friends, today in our 6th and last part of Women’s Week Series, we talk about Top Women Bankers of India. This influential list inspires all and specifically all aspiring businesswomen who want to leave a mark for themselves. Here is a list of India’s most powerful women bankers, who are shaping India’s future.
O documento discute a necessidade de implementar um programa de compliance nas empresas, incluindo análise da governança, processos de avaliação de risco, documentação de due diligence e iniciativas para avaliar riscos e melhorias. Também fornece contato de uma empresa que oferece serviços de compliance.
This document is a book that is critical of President Obama and argues he has pursued policies that undermine American democracy and national security. It contains 16 chapters that provide examples of Obama nurturing terrorism, undermining border security, making dishonest claims about policies like the Iran nuclear deal, and bypassing Congress to implement problematic policies. The author argues Obama's actions seem intentionally aimed at weakening America through failed policies that strengthen adversaries like ISIS and appease states like Iran that support terrorism.
Michael Del Camp was recently fired from his job as a Debt Specialist II at TD Bank's West Falmouth, Maine location. In a letter to bank directors and officers, he disputes the reasons given for his termination and argues that he was performing his job well. He requests to be reinstated with a one-year contract, restored overtime eligibility and bonus pay. He believes his supervisors treated him unfairly and provided poor customer service during a software transition period.
Sharon McCormick started The Listening Centre after realizing there was a lack of local, cost-effective employee assistance providers in the Midlands region as a result of her experience in HR. The Listening Centre provides workplace counseling and other services to organizations of all sizes in the area. A typical day involves delivering counseling sessions, assisting with critical incidents, and designing training workshops in response to client needs. McCormick values her team of 18 practitioners and specialists, as well as the fulfillment and diversity her work provides in meeting the needs of clients and customers through an ethical, localized service.
The document discusses Kris Dureau's experience working with The Personal Coach to grow his financial services business. [1] Kris' recognition credits grew from 16,000 to 44,000 in 2011, tripling his income. [2] Working with a coach helped Kris develop a structured client process, focus his efforts, and boost his confidence in asking for referrals. [3] Kris recommends coaching to others starting out, saying a coach can provide an outside perspective to help build confidence and give advice during difficult times.
1) The document provides advice to employment solicitors on how to market their practice more effectively in light of changes reducing their client base and fees.
2) It recommends solicitors identify what clients want through discussions, do research on typical work and fees, then focus services, messaging, and sectors to better meet client needs and market conditions.
3) Specific tactics include training managers to reduce issues, educating on new laws, prioritizing high-demand services, clarifying the client value proposition, and promoting advice to avoid problems rather than just reacting to them. Visibility through existing clients, local groups, and referrers is key to growth.
The document discusses opportunities for recruiters to better engage candidates throughout the recruitment process. It argues that recruiters currently rely too heavily on impersonal communication methods like email and social media, and should instead personally contact candidates by phone to discuss roles and gather more detailed information. The document provides suggestions for how recruiters can engage candidates at each stage, including when advertising roles, creating long and shortlists, conducting interviews, and providing feedback. It asserts that meaningful engagement will lead to higher quality hires and better experiences for both candidates and recruiters.
This document provides an overview of the Motivational Whisperers membership program. It offers several membership levels - Gold, Success Plan, Platinum Success Plan, and Diamond Member Mentor. The higher tiers provide more personalized support, priority access, and mentoring opportunities. The goal is to help solo entrepreneurs grow their businesses through a supportive community, educational resources, and marketing support.
The document discusses internal communications in organizations and why it is important, especially for communicating employee benefits programs. It notes that communication only works if the intended person understands it and can provide feedback. The document then discusses trends in internal communications for 2017, including using social media at work, instant messaging to replace lengthy emails, ensuring open communication that lives up to an organization's values, empowering employees through positive communication, and using digital signage to communicate information visually. There is no single solution for internal communications and it requires engaging employees in the process.
PostgreSQL: Advanced features in practiceJano Suchal
The document discusses several advanced features of PostgreSQL including:
1) Transactional DDL which allows DDL statements to be executed transactionally.
2) Cost-based query optimization and graphical EXPLAIN plans which help choose the most efficient query plan.
3) Features like partial indexes, function indexes, k-nearest search, views, and window functions which provide powerful ways to query and analyze data.
Let Us Go Boldly Into the Present :: Michael EdsonMichael Edson
Updated April 10, 2012. Core slides (with links and footnotes) for 2011-2012 talks at Computers in Libraries, NDIIPP, OpenText, J.Boye/Aarhus, Sharing is Caring: Digitized Cultural Heritage for All (Copenhagen), and DISH (Netherlands).
Also see the updated text version of this talk (with hyperlinks and citations) at http://www.slideshare.net/edsonm/michael-edson-let-us-go-boldly-into-the-present-text-version
Fun Things to do with Kids in Chiang Mai , Northern ThailandCaleb Falcon
With it’s cooler-than-Bangkok weather, thrilling attractions, and laid back vibe, Chiang Mai is a paradise for traveling families to enjoy an intimate time to strengthen the bonds within by engaging myriad of super fun activities.
Since Chiang Mai is a mountainous and forestry area in northern thailand one can expect to engage in myriad of adventure activities in line with nature. including not limited to bungee, ziplining, trekking , cycling and last but most importantly take part in elephant conservation projects (without riding on'em).
This presentation offers an overview of the Digital Health space, including thematic investment areas, business models, metrics for evaluation, and adoption models for digital health interventions.
This document discusses evergreen SEO techniques for 2017, including having a fast and responsive mobile-friendly website with high-quality content and backlinks, securing the site with HTTPS, focusing SEO efforts across search engines, and creating an attractive design. It also promotes the company's blogs on topics like making a website appealing to users and search engines, building interactive and eye-catching responsive sites, effective social media strategies, link building tactics, and resolving mobile usability issues.
Recording: https://www.youtube.com/watch?v=qHkXVY2LpwU
External links: https://gist.github.com/itamarhaber/dddc3d4d9c19317b1477
Applications today are required to process massive amounts of data and return responses in real time. Simply storing Big Data is no longer enough; insights must be gleaned and decisions made as soon as data rushes in. In-memory databases like Redis provide the blazing fast speeds required for sub-second application response times. Using a combination of in-memory Redis and disk-based MongoDB can significantly reduce the “digestive” challenge associated with processing high velocity data.
The aim of this Forum is to explore the untapped market of Africa and to adopt the latest trends, challenges and opportunities in Islamic Finance industry of Africa.
Email: info@alhudacibe.com OR support@alhudacibe.com
An Educators Guide to Podcasting and Broadcasting by @TeacherCastJeffrey Bradbury
Lean how to successfully create your own professional style podcast, edit it, launch it onto the world wide web, and promote it to your friends.
Jeff Bradbury, creator of the TeacherCast Educational Broadcasting Network shows you the front and back of Educational Podcasting in this great presentation.
Friends, today in our 6th and last part of Women’s Week Series, we talk about Top Women Bankers of India. This influential list inspires all and specifically all aspiring businesswomen who want to leave a mark for themselves. Here is a list of India’s most powerful women bankers, who are shaping India’s future.
O documento discute a necessidade de implementar um programa de compliance nas empresas, incluindo análise da governança, processos de avaliação de risco, documentação de due diligence e iniciativas para avaliar riscos e melhorias. Também fornece contato de uma empresa que oferece serviços de compliance.
This document is a book that is critical of President Obama and argues he has pursued policies that undermine American democracy and national security. It contains 16 chapters that provide examples of Obama nurturing terrorism, undermining border security, making dishonest claims about policies like the Iran nuclear deal, and bypassing Congress to implement problematic policies. The author argues Obama's actions seem intentionally aimed at weakening America through failed policies that strengthen adversaries like ISIS and appease states like Iran that support terrorism.
Talk given at http://jsconf.eu 2009.
You serve up your code gzipped. Your caches are properly configured. Your data (and scripts) are loaded on-demand. That's awesome—so don't stop there. Runtime is another source of slowdowns, and you can learn to conquer those, too.
Learn how to benchmark your code to isolate performance issues, and what to do when you find them. The techniques you'll learn range from the normal (function inlining) to the extreme (unrolling loops).
Este documento presenta el modelo KATA para el desarrollo de competencias digitales. KATA se refiere a la actitud, herramientas, acción y conocimiento. El modelo describe cuatro fases de desarrollo de competencias (buscar e integrar información, enfrentar problemas, colaborar y circular contenido, e influir y comprometer) y cómo estas habilidades pueden desarrollarse a niveles individuales, de equipo, organizacionales y comunitarios. El objetivo final es formar individuos que puedan identificar, comprender y transformar el mundo digital.
The document discusses the importance of building customer loyalty through excellent service. It notes that customers are more demanding nowadays, wanting quicker service and having less tolerance for mistakes. It states that 75% of reasons why customers stay are emotional rather than due to product features alone. When customers have a negative experience, they will tell others. The document examines why customers leave, with 68% citing that they felt the company did not care about them. It emphasizes that perception is reality, and outlines keys to service excellence like turning problems into solutions, managing customer perceptions, becoming a "customer dazzler" through dedication to service, setting high service standards, using time efficiently, strong communication, and reinforcing teamwork.
The document discusses 15 important customer service skills that every employee needs to provide excellent customer service. It begins by stating that certain core skills are necessary for any employee interacting with customers to avoid poor service issues. The document then lists and describes the 15 most important skills, including patience, attentiveness, clear communication, product knowledge, use of positive language, time management, ability to read customers, and maintaining a calming presence. It provides examples and explanations for each skill.
This document is a March 2017 issue of a monthly publication for HR professionals in hospitality. The main articles discussed in this issue include: delivering employee benefits programs and the importance of internal communications; creating a culture of innovation at Four Seasons; Brexit, overwork culture ("karoshi"), and burnout; and auto-enrollment pensions and the pensions shortfall. The publication addresses current issues in benefits, culture, and wellness in the hospitality industry.
This document discusses the importance of developing a service culture mindset within an organization. It defines a service mindset as focusing on creating customer value, loyalty, and trust. The key to doing this is caring about the customer experience and continuously enhancing it.
The document outlines six service mindsets that are important to achieve a positive service culture: make it emotional, win their hearts and minds, adopt a service mindset, empathy, questions, energy, heart, purpose, and practice. It emphasizes that developing these behaviors in employees will impact customer interactions and loyalty, creating a virtuous cycle that enhances the whole business. With a service mindset, organizations can view their employees as a capital investment and see improved business results.
Why do companies lose their best talents?CelexProject
I often say that no company is bigger or better than the people who work there, employees give it a damned hard every day. So why do companies lose their best talent all the time?
This document outlines 10 commandments for running a great call center. It discusses the importance of hiring the right cultural fit, using metrics to improve performance, establishing a strong company culture, empowering employees, holding employees accountable through goal setting, ongoing training, promoting a culture of customer service, ensuring employees experience the company's products, enforcing discipline policies, and fostering an attitude of gratitude towards customers.
This document discusses strategies for hiring and retaining good employees. It emphasizes the importance of finding the right people to hire from the start. It recommends treating employees with respect by considering their needs and suggestions, and empowering them through flexible work environments and an open leadership culture. The document also stresses the value of hiring "nice people" who are pleasant to work with and can learn new skills, rather than solely focusing on experience or degrees. It provides unconventional interview techniques like team activities and car rides to better evaluate job candidates. The overall message is that prioritizing employee happiness leads to better customer service and business success.
The document discusses the importance of corporate culture and the role of consultants in diagnosing and changing culture. It outlines 10 key skills needed for effective consulting: humor, influence, confidence, fearlessness, rapid framing, value generation, intellect, active listening, instantiation, and responsiveness. The document also introduces the Denison model for diagnosing and designing corporate culture to improve profitability through cultural alignment, clear priorities, and concrete steps toward goals.
The document discusses internal communications in organizations and why it is important, especially for communicating employee benefits programs. It notes that communication only works if the intended person understands it and can provide feedback. The document then discusses trends in internal communications for 2017, including using social media at work, instant messaging to replace lengthy emails, leaders being more visible and approachable, emphasizing employee empowerment through communication, and using digital signage to communicate information visually. It concludes that successful internal communications is unique to each organization's culture and requires employee buy-in to new initiatives for long-term benefits.
Many players in the Hospitality Industry have been able to define and deliver excellence when it comes to customer experience. What the Hospitality Industry does well is to make Service Excellence the backbone to deliver on this “Experience”.
The document discusses important customer service skills. It defines a customer and explains why customer service is important for businesses. The main customer service skills that every employee needs are then outlined, including patience, attentiveness, clear communication, product knowledge, using positive language, time management, ability to read customers, having a calming presence, handling surprises, tenacity, closing interactions well, and a willingness to learn.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
1) The document discusses five areas for business owners to evaluate to achieve growth: interpersonal skills, understanding the customer journey from awareness to action, analyzing customer profitability, effective time management, and managing stress.
2) It emphasizes the importance of interpersonal skills and customer interactions for business success and reputation.
3) A marketing model called AIDA is described that businesses should follow to move customers from awareness of the business to taking action and purchasing.
4) Analyzing customer profitability allows businesses to focus resources on high value customers.
The document discusses various strategies for achieving business and professional growth, including improving interpersonal skills, analyzing your marketing using the AIDA model, evaluating customer profitability, managing time effectively, dealing with stress, marketing yourself through websites and knowledge sharing, and personal networking. The key message is that growth requires careful planning, strategizing, management and accomplishing goals at each stage of the business process.
1) Executives often forget that they started as customers and should think more like customers to better understand customer needs and priorities.
2) Business schools and companies train people to become executives by focusing on profits and shareholders rather than customers, which diminishes their ability to think from a customer perspective.
3) Executives should reflect on their own experiences as customers and employees to develop empathy for other customers and employees in order to create more value for them.
An employee writes a letter to the CEO explaining why he feels disengaged from his job and company. He says it's due to a buildup of small issues over time, like increased workload without reduced responsibilities. Only 30% of employees feel engaged at work. The employee provides suggestions to improve communication and engagement, such as ensuring messages are relevant to employees' jobs, stopping overcommunication, and treating employees like adults.
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
Definitive guide to building a remote teamKapil Mohan
This document provides an overview of managing remote teams. It discusses establishing a clear purpose or "why" for the business that employees can rally behind. This helps ensure employees are motivated and make decisions aligned with the business goals. It also acknowledges the challenges of managing remote teams and provides examples of tools that can help with communication, time tracking, and project management. The document emphasizes developing a "no excuses" approach to management by clearly defining expectations and deadlines upfront so there is no room for excuses from employees.
Similar to Freedom! Employee Empowerment the $2000 Way (20)
The document discusses the pensions shortfall in the UK and how current contribution levels through auto-enrollment will not be enough for many people to achieve the target pension pots of £200,000-£250,000 by retirement. It notes that contributions may need to increase to 12.5% to help address this gap. However, increasing employer contributions could put pressure on businesses and require reviewing other costs. The article advocates for financial education programs to empower employees to make better savings decisions over their careers.
The document discusses the importance of workplace wellness in the context of increasing stress and overwork. It notes the phenomenon of "karoshi" or death from overwork in Japan where long work hours and lack of work-life balance have led to health issues. With Brexit and other economic challenges increasing productivity pressures in the UK, implementing wellness initiatives and a culture that supports work-life balance will be important for retaining employees and their productivity and health. The document provides tips for effective wellness programs, including researching employee needs, using data to identify focus areas, setting measurable goals, communicating initiatives well, and gaining support from all management levels.
1) Four Seasons Hotels has created a culture of innovation called BLUEWATER that engages all 35,000 employees in ideating and piloting new ideas to improve the guest experience.
2) Through BLUEWATER, each Four Seasons property has a cross-functional team that meets regularly to brainstorm ideas guided by principles of being brave with decisions, welcoming all ideas, and sharing ideas across properties.
3) Examples of ideas implemented through BLUEWATER include offering suntan lotion and sunglass cleaning to guests by the pool, using tablets for mobile check-ins to provide a more personalized experience, and empowering housekeepers to "wow" guests beyond clean rooms.
The article discusses how companies can keep employee morale and engagement high through the new year. It suggests that surprise and delight tactics, where employees receive unexpected positive experiences, can help keep motivation alive after the new year positivity has worn off for many. The article profiles how Innocent Drinks and Uber implement surprise and delight for their employees, such as through fun pop-up events and gifts. It argues that these impromptu acts of appreciation mirror the hospitality industry's goal of exceeding guest expectations and can strengthen company culture when used for staff.
We list our 8 steps to complying with Auto Enrolment in our detailed yet simple presentation.
If you'd like any more Auto Enrolment information then you can check us out at www.employee-benefit-consultants.co.uk/auto-enrolment/
Becoming Relentlessly Human-Centred in an AI World - Erin Patchell - SocialHR...SocialHRCamp
Speaker: Erin Patchell
Imagine a world where the needs, experiences, and well-being of people— employees and customers — are the focus of integrating technology into our businesses. As HR professionals, what tools exist to leverage AI and technology as a force for both people and profit? How do we influence a culture that takes a human-centred lens?
AI Considerations in HR Governance - Shahzad Khan - SocialHRCamp Ottawa 2024SocialHRCamp
Speaker: Shahzad Khan
This session on "AI Considerations in Human Resources Governance" explores the integration of Artificial Intelligence (AI) into HR practices, examining its history, current applications, and the governance issues it raises. A framework to view Government in modern organizations is provided, along with the transformation and key considerations associated with each element of this framework, drawing lessons from other AI projects to illustrate these aspects. We then dive into AI's use in resume screening, talent acquisition, employee retention, and predictive analytics for workforce management. Highlighting modern governance challenges, it addresses AI's impact on the gig economy as well as DEI. We then conclude with future trends in AI for HR, offering strategic recommendations for incorporating AI in HR governance.
Accelerating AI Integration with Collaborative Learning - Kinga Petrovai - So...SocialHRCamp
Speaker: Kinga Petrovai
You have the new AI tools, but how can you help your team use them to their full potential? As technology is changing daily, it’s hard to learn and keep up with the latest developments. Help your team amplify their learning with a new collaborative learning approach called the Learning Hive.
This session outlines the Learning Hive approach that sets up collaborations that foster great learning without the need for L&D to produce content. The Learning Hive enables effective knowledge sharing where employees learn from each other and apply this learning to their work, all while building stronger community bonds. This approach amplifies the impact of other learning resources and fosters a culture of continuous learning within the organization.
Start Smart: Learning the Ropes of AI for HR - Celine Maasland - SocialHRCamp...SocialHRCamp
Speaker: Celine Maasland
In this session, we’ll demystify the process of integrating artificial intelligence into everyday HR tasks. This presentation will guide HR professionals through the initial steps of identifying AI opportunities, choosing the right tools, and effectively implementing technology to streamline operations. Additionally, we’ll delve into the specialized skill of prompt engineering, demonstrating how to craft precise prompts to enhance interactions between AI systems and employees. Whether you’re new to AI or looking to refine some of your existing strategies, this session will equip you with the knowledge and tools to harness AI’s potential in transforming HR functions.
Watch this expert-led webinar to learn effective tactics that high-volume hiring teams can use right now to attract top talent into their pipeline faster.
Building Meaningful Talent Communities with AI - Heather Pysklywec - SocialHR...SocialHRCamp
Speaker: Heather Pysklywec
Digital transformation has transformed the talent acquisition landscape over the past ten years. Now, with the introduction of artificial intelligence, HR professionals are faced with a new suite of tools to choose from. The question remains, where to start, what to be aware of, and what tools will complement the talent acquisition strategy of the organization? This session will give a summary of helpful AI tools in the industry, explain how they can fit into existing systems, and encourage attendees to explore if AI tools can improve their process.
How to Leverage AI to Boost Employee Wellness - Lydia Di Francesco - SocialHR...SocialHRCamp
Speaker: Lydia Di Francesco
In this workshop, participants will delve into the realm of AI and its profound potential to revolutionize employee wellness initiatives. From stress management to fostering work-life harmony, AI offers a myriad of innovative tools and strategies that can significantly enhance the wellbeing of employees in any organization. Attendees will learn how to effectively leverage AI technologies to cultivate a healthier, happier, and more productive workforce. Whether it's utilizing AI-powered chatbots for mental health support, implementing data analytics to identify internal, systemic risk factors, or deploying personalized wellness apps, this workshop will equip participants with actionable insights and best practices to harness the power of AI for boosting employee wellness. Join us and discover how AI can be a strategic partner towards a culture of wellbeing and resilience in the workplace.
Your Guide To Finding The Perfect Part-Time JobSnapJob
Part-time workers account for a significant part of the workforce, including individuals of all ages. A lot of industries hire part-time workers in different capacities, including temporary or seasonal openings, ranging from managerial to entry-level positions. However, many people still doubt taking on these roles and wonder how a temporary part-time job can help them achieve their long-term goals.
1. 8 March 2017
Once a week insights, features and interviews for
HR professionals in hospitality
bites
Freedom!
Employee empowerment the $2000 way
2. Freedom!
EMPLOYEE ENGAGEMENT
HR & HOSPITALITY
BITES
“ For many, the
£200,000 - £250,000
pension pot is a distant
dream; the level of
monthly savings
required to get to that
target is simply
unsustainable for
most. "
EMPLOYEE EMPOWERMENT
01
Our industry may be the least likely to offer scope for
freedom in making decisions to our frontline staff, partly
because of the nature of the beast; the way we operate
is run pretty much by systems and processes and also
because we don’t always think of customer facing teams
as being the decision makers.
Employee empowerment the $2000 way
The decisions are made by the people behind the desks aren’t they? Which, when you see it in
writing just feels a bit…wrong.
Think of a situation that we have all encountered whilst staying in a hotel, eating in a restaurant
or enjoying any aspect of our touch point with the hospitality industry. Then think
of that situation where something goes a bit wrong and the reaction to that. Is it “I’m terribly
sorry, let me speak to my manager” or is it “I’m terribly sorry, let me personally fix this for you
right now. Here’s what I’ll do”?
Hmmm – more likely to be the first, and how does that make you feel? Let me suggest. It
makes you feel like your complaint will receive an entirely un-bespoke solution – a service
recovery that has been created by a formula, designed by management, probably written
down somewhere in a book and kept in a drawer (definitely floating around a PowerPoint…)
and wheeled out in its unmodified state whenever needed.
3. It makes you feel like you’re a number, a ‘situation’, not really
a cash paying human being who has chosen this as an
experience. It makes you feel, well, a bit like this type of thing
might happen a bit more often than anyone would like it to
(which is why there’s a ready made solution...). So how would
you feel if the person serving you, checking you in/out,
whatever it is, listened to you and came up with a solution to
make everything better right there and then, on the spot,
without having to scuttle off into a hidden room through a
door in a wall before coming back to you with a middle of the
road, standard solution.
$2000 is an eye-
popping amount
of financial
freedom for any
employee to have
with the company
purse.
PAGE 10 HR & HOSPITALITY
BITES
EMPLOYEE EMPOWERMENT
02
You’d probably feel quite good. Like you’re being treated as an individual, that the person dealing
with your ‘situation’ cares enough to think through the experience from your point of view and
come up with a remedy as a response to that. You’d probably feel that the organisation behind
that is forward thinking and confident enough that it inspires its teams to think logically, creatively
and feel empowered enough within themselves to deliver that level of guest experience. An
organisation that chooses only the best people to work for them.
Thinking people. With switched on heads and
hearts. For decades the Ritz-Carlton Hotel Group
has given its employees a $2000 discretion to make
it right or delight. That’s $2000 per situation, not
per annum. $2000 is an eye-popping amount of
financial freedom for any employee to have with
the company purse.
4. But I suppose, it’s all about how you define cost. Cost of keeping a (hopefully loyal) customer/future
ambassador vs cost of losing a customer. $2000 doesn’t seem like such an expensive mend. The
average Ritz-Carlton customer spends around $250,000 with the group in their lifetime. And in any
case, it’s not ‘all about the money’.
Apparently, the full $2000 has never been needed. It’s not about the money being used to fix a
situation, it’s about the empowerment of the employee and the removal of any restrictions in the way
they help, care for and treat a customer, eliminating the feeling of the hand tied behind their back. It’s
about putting a relationship approach before a transactional one and allowing staff to use their intuition
to exceed the expectations of a customer. It's not necessarily used as a fix either. Employees have the
freedom to use their hearts and minds to make an amazing experience truly exceptional.
EMPLOYEE
EMPOWERMENT
HR & HOSPITALITY
BITES
03
EMPLOYEE EMPOWERMENT
Staff replaced a little boy's
lost Thomas the Tank
Engine when they
learned that his favourite
toy had gone missing as
the guests were
departing. They snapped
Thomas in a variety of
locations around the
resort, sent the child a
photograph album of
Thomas' 'holiday'
adventures and the
replacement toy.
A lost Joshie enjoyed an
'extended vacation' before
being reunited with his
owner, along with an
album of Joshie's holiday
memories.
5. FINANCIAL EDUCATION
3
3
HR & HOSPITALITY
BITES
04
1. Social media at work
No more staring at a blank Outlook message
wondering how you can phrase ‘Can you please
just send me the info right now?’ in a slightly less
demanding way and proceeding to rattle off the
usual email niceties… We’re talking speed,
brevity and no more ‘Hope you had a lovely
weekend’… Quick and easy exchanges, saving
time, cutting down in email overload. Why
wouldn't you?
2. Social media at work
2. In an Instant
The way to reduce the risk and fear element is in how
you empower your employees. It’s not a case of
delivering a carte blanche, it’s about having a
framework to give your employees confidence in the
boundaries of their freedom to make decisions,
providing a set of clear guidelines. It’s about giving
your teams autonomy as individuals to make your
brand look good.
The people who are in the best position to know your
customer needs are the ones in front of them, but if
they’re following a set of rules and processes rather
than guidelines, part of their intuition, personality,
will to exceed expectations and truly surprise and
delight will be switched off.
It’ll be stifled, numbed and partly dormant, which
results in bland, standard, impersonal service. The
stuff that sets you apart from your competitors – and
not in a good way…
EMPLOYEE EMPOWERMENT
So why are we not all doing it then, when we know that the impersonal ‘I’ll get my manager’
approach is such a huge turn off? Fear of lots of things. Bad decisions, creating unrealistic customer
expectations, setting a precedent, throwing big money at small problems and opening the
floodgates, to name a few.
6. EMPLOYEE EMPOWERMENT
3
3
HR & HOSPITALITY
BITES
05
2. In an Instant
4. Spread the love
We only have to look to how brands engage with customers via social media to see how much the
style of customer service has shifted over the past couple of years. Standard responses have become
unpopular in an age where customers expect personality driven responses, something that’s a
genuine response to their tweet/complaint/questions/letters. It's also an opportunity for brands to
express their personality and win a bigger (and more permanent) place in the customer's heart.
Standardisation is out.
Being real is in, and yes, of course
systems and processes are the
bones that piece an authentic,
quality experience together but
it’s personalisation and
personality that bring it to life and
make it fly higher than the
customer expected it to.
7. EMPLOYEE EMPOWERMENT
3
3
HR & HOSPITALITY
BITES
06
2. In an Instant
4. Spread the love
So how can you empower your teams to ‘be them’, work with freedom, enjoy their jobs
more (because providing amazing service feels good) and connect on a deeper level
with the customer (without it costing you $2000)?
1. Empowerment guidelines
Virgin Airlines allows employees to work within a ‘judgment playing field’, whereby
senior management specifically defines where employees are and aren’t allowed to
deviate from established rules and processes – and then gives them the flexibility to
experiment with new ways for serving customers.
2. Communication of your mission, vision and values
If your people understand why, they’ll feel more comfortable with finding a ‘how’.
Understanding the ‘big idea’ is crucial for employee engagement and empowerment.
It gives them something to work towards, something to get excited about, something
to be inspired by – a common goal.
3. Support
Have a safety net, a sounding board – something which makes your teams feel more
comfortable in making that decision. Ensure that every employee has the right training,
resources, back up and support they need to do their jobs and feel empowered and
confident to make the best choices in every situation.
4. Trust
Trust inspires trust. The more you trust, the better the relationship you have with your
teams and the better service they'll deliver. Take a step back, give some space and
freedom and let your people shine.
5. Leadership
Inspiration, especially for new staff has to come from the already inspired. People feel
more comfortable and confident when they see a set of values being lives and
breathed by the folk running the show. Otherwise it's just words, on paper.
Empowering your teams through ‘freedom’
8. EMPLOYEE EMPOWERMENT
3
3
HR & HOSPITALITY
BITES
07
4. Spread the love
7. Praising the good decisions
Empowerment is all about confidence boosting and there is no greater boost than
knowing you’ve made the right decision. Recognise and reward.
6. Hire the right people
Richard Branson explained that once you hire the right people and give them the best
training, let them use their imagination and creativity to solve problems. “Rather than
providing rules or scripts, you should ask them to treat the customer as they themselves
would like to be treated – which is surely the highest standard,”.
8. Communication
Creating an open, honest, ideas culture where employees feel comfortable in coming
forward with questions, feeding back where things didn’t go quite right and of course
expressing new ideas and solutions, giving their experience of where it’s worked an
where it hasn’t.
9. Have their backs
Knowing that senior management will cushion any decision mishaps and protect staff
is key to empowerment and confidence building. Nobody’s going to stick their neck
out unless they have the support and backing of their manager.
10. Review your policies
Do your policies feel like they might help or hinder employee empowerment? If
employee empowerment is your goal, the way you express that in your policies is key
to making this live and breathe in your organisation.
Great things can happen when employees are given more power in the decisions which they are
faced with every day of their working lives. A greater sense of ownership, pride in their work,
improved performance and a more ‘real’ sense of service. And of course, the likelihood that you're
going to be able to give your customers something that they can't get anywhere else.
The reasons ‘to do’ outweigh and outnumber the reasons and risks not to. In an age where love is
worth more than money, where relationships are everything, and knowing that you can’t legislate for
every situation in life, it seems like a pretty good time to give more power to those who truly make a
difference to your organisation, brand and customers – your people.