This document discusses the importance of superior customer service and maintaining a customer service mindset. It emphasizes that customer needs are constantly changing and companies must work to keep up with rising expectations. Activities are presented to reflect on how customer expectations have changed and what gaps still need to be addressed. Key aspects of cultivating a customer service mindset are outlined, including clarity, signaling, consistency, and developing a service orientation. The importance of resolving conflicts, empathizing with customers, apologizing when needed and taking action to resolve issues are also discussed. The presentation concludes by emphasizing humility, gratitude and continually striving for excellence in customer service.
SaaS.City Customer Success Bootcamp at SaaStock 2017SaaStock
Presentation by Dan Steinman, Head of EMEA at Gainsight, David Apple, VP of Customer Success at Typeform, and Cristina Georgoulaki, Head of Customer Success Management at Typeform
By Vincent Degove (www.linkedin.com/in/vincent-degove-40514894), ex-Head of Customer Services at Trainline (www.thetrainline.com)
Trainline is well-recognized as a company that changed the approach to customer service. They answer quickly & precisely. The customer experience is at the heart of their business.
Vincent worked for more than 4 years in Trainline’s (ex-Capitaine Train) customer services department and gives us insights about how to set up a tremendous customer-oriented infrastructure.
How to Ace the Customer Success Manager InterviewShreesha Ramdas
Demand for Customer Success Managers is rapidly increasing, thanks to the emergence of SaaS and the subscription-based economy. Customer Success Managers are essential for retaining customers and harnessing recurring revenue, upsells, and referrals. At the same time, for candidates, the Customer Success career offers plenty of avenues for career growth.
In these webinar slides, Paul Reeves, the VP of Customer Success at TokBox, will provide useful tips on how to ace the interview for a Customer Success role. Paul has many years of experience as a Customer Success executive, and during this time, he has interviewed numerous candidates. He will share the insights he has gained from doing these interviews so you can be successful as a candidate.
From these slides, you’ll glean important aspects of Customer Success interviews, such as:
– Understanding the needs of your customer (Potential Employer)
– Building a relationship while educating and onboarding about your amazing product or service (You!)
– Working collaboratively with all stakeholders to realize value (Hire you!)
Check out the full webinar here: https://strikedeck.com/nextgen-csm-signup-how-to-ace-your-customer-success-interview/
This document discusses improving a business development culture. It begins by defining what a business development culture is and noting a common paradox where the best business developers do the least business development. It then lists some challenges such as job specifications and benefits such as mutual value and premium service. The document provides an 11 point checklist for an active cross-selling culture and open ownership. It includes self-assessment questions about promoting other teams, recognizing collaboration, keeping in contact with clients, and credibility when discussing technical roles. It notes the typical phases businesses go through from volume to effectiveness. The overall goal is to improve a business development culture through active collaboration, sharing leads and regular client contact.
Putting Our Customers First presented by Unbounce at Totango TourTotango
"Putting Our Customers First" presented by Ryan Engley, Director of Customer Success at Unbounce as part of Totango Tour Vancouver on November 5, 2014.
Agile Customer Success: Changing the way Customer Success teams workChad Horenfeldt
My presentation from Gainsight Pulse Customer Success Conference May 2014.
How do we create an amazing customer experience for a new category start up at Influitve? We went agile! Agile Customer Success is all about maximizing the few resources you have, working efficiently and as a team on specific areas, empowering your customer success team and providing your customers with best experience possible
This tool provides a framework for standardized interview questions to evaluate prospective employees from a sales and marketing perspective. The questions are designed to elicit situational, behavioral, attitudinal, self-awareness, skills-based, and knowledge-based responses. The questions sample covers topics such as problem-solving abilities, leadership experience and attributes, communication style, complex projects, handling disagreements, goals, teamwork, policies, persuasiveness, management skills, education objectives, and independence.
This document discusses the importance of superior customer service and maintaining a customer service mindset. It emphasizes that customer needs are constantly changing and companies must work to keep up with rising expectations. Activities are presented to reflect on how customer expectations have changed and what gaps still need to be addressed. Key aspects of cultivating a customer service mindset are outlined, including clarity, signaling, consistency, and developing a service orientation. The importance of resolving conflicts, empathizing with customers, apologizing when needed and taking action to resolve issues are also discussed. The presentation concludes by emphasizing humility, gratitude and continually striving for excellence in customer service.
SaaS.City Customer Success Bootcamp at SaaStock 2017SaaStock
Presentation by Dan Steinman, Head of EMEA at Gainsight, David Apple, VP of Customer Success at Typeform, and Cristina Georgoulaki, Head of Customer Success Management at Typeform
By Vincent Degove (www.linkedin.com/in/vincent-degove-40514894), ex-Head of Customer Services at Trainline (www.thetrainline.com)
Trainline is well-recognized as a company that changed the approach to customer service. They answer quickly & precisely. The customer experience is at the heart of their business.
Vincent worked for more than 4 years in Trainline’s (ex-Capitaine Train) customer services department and gives us insights about how to set up a tremendous customer-oriented infrastructure.
How to Ace the Customer Success Manager InterviewShreesha Ramdas
Demand for Customer Success Managers is rapidly increasing, thanks to the emergence of SaaS and the subscription-based economy. Customer Success Managers are essential for retaining customers and harnessing recurring revenue, upsells, and referrals. At the same time, for candidates, the Customer Success career offers plenty of avenues for career growth.
In these webinar slides, Paul Reeves, the VP of Customer Success at TokBox, will provide useful tips on how to ace the interview for a Customer Success role. Paul has many years of experience as a Customer Success executive, and during this time, he has interviewed numerous candidates. He will share the insights he has gained from doing these interviews so you can be successful as a candidate.
From these slides, you’ll glean important aspects of Customer Success interviews, such as:
– Understanding the needs of your customer (Potential Employer)
– Building a relationship while educating and onboarding about your amazing product or service (You!)
– Working collaboratively with all stakeholders to realize value (Hire you!)
Check out the full webinar here: https://strikedeck.com/nextgen-csm-signup-how-to-ace-your-customer-success-interview/
This document discusses improving a business development culture. It begins by defining what a business development culture is and noting a common paradox where the best business developers do the least business development. It then lists some challenges such as job specifications and benefits such as mutual value and premium service. The document provides an 11 point checklist for an active cross-selling culture and open ownership. It includes self-assessment questions about promoting other teams, recognizing collaboration, keeping in contact with clients, and credibility when discussing technical roles. It notes the typical phases businesses go through from volume to effectiveness. The overall goal is to improve a business development culture through active collaboration, sharing leads and regular client contact.
Putting Our Customers First presented by Unbounce at Totango TourTotango
"Putting Our Customers First" presented by Ryan Engley, Director of Customer Success at Unbounce as part of Totango Tour Vancouver on November 5, 2014.
Agile Customer Success: Changing the way Customer Success teams workChad Horenfeldt
My presentation from Gainsight Pulse Customer Success Conference May 2014.
How do we create an amazing customer experience for a new category start up at Influitve? We went agile! Agile Customer Success is all about maximizing the few resources you have, working efficiently and as a team on specific areas, empowering your customer success team and providing your customers with best experience possible
This tool provides a framework for standardized interview questions to evaluate prospective employees from a sales and marketing perspective. The questions are designed to elicit situational, behavioral, attitudinal, self-awareness, skills-based, and knowledge-based responses. The questions sample covers topics such as problem-solving abilities, leadership experience and attributes, communication style, complex projects, handling disagreements, goals, teamwork, policies, persuasiveness, management skills, education objectives, and independence.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
Customer success teams help customers get value from products and build lasting relationships. There is high demand for customer success roles, with over 300,000 positions available. When hiring for a customer success team, look for people with backgrounds in support, services, account management, marketing or lifecycle management who have experience relevant to the company's products. It is also important to hire a diverse group with strong customer relations skills, growth potential, passion for customers, and interpersonal prowess as well as domain expertise matching the customers they will support.
The purpose of the survey is to help the company improve the work environment and gain constructive feedback. Employees are asked to provide anonymous feedback on a scale regarding various aspects of their job including training, office culture, management, policies/procedures, performance management, and opportunities for advancement. The survey also includes open-ended questions seeking comments on potential areas of improvement.
What You Can Do More Effectively In Delivering Even Greater ValueAlec Blacklaw
This document discusses tips for effective business productivity and outlines the services of a business consulting firm. The firm helps clients enhance business performance by making it more profitable, valuable and enjoyable. They do this through a unique client experience program and by helping clients focus on what is important versus urgent. Case studies are provided to demonstrate how clients benefited from the firm's services.
Part 4 of the BIG Boot Camp on Keller's Brand Equity Model. Looking at responses - how our customers reflect the brand an what we do to create the desired response
Learn what are the primary things entrepreneurs should keep in mind before starting a business/startup? Idea, Product, Team and Execution are the four crucial things for startups. Know how to deal with these 4 important factors for your startup.
1) The document is a sample sales script for a cold call to discuss software development services and resources that can potentially save a company money on their technology spend and HR costs.
2) It discusses the company's low overhead model and ability to offer lower margins than competitors by eliminating vendor layers, allowing for across-the-board savings.
3) The script also promotes offshoring some projects to facilities in India where consultants cost significantly less than in other locations.
These slides are my own point of view on what product management is about, how it works in the real world, what I look for when hiring, and how to land that first gig.
I’ve started 3 companies, raised money, and been through 3 acquisitions (on both sides of the table). I’ve got 20 years product management experience in roles from PM to Business Development to VP of Product to Chief Product Person at companies from just me to 100k+, including Oracle, ATG, D&B, NetProspex, and now UpUp Labs, where I work with product management teams to provide coaching and tools to help them with their roadmaps.
This is the slide deck from our first webinar - Kick start your Net Promoter System®. The webinar is available for offline viewing, please contact us to get access to it for FREE!
Consult Australia Tasmania Seminar - Proactive Business DevelopmentSarah Edson
Proactive business development tips and techniques for consultants to deliver more work!
Are your business development practices the right ones?
This session will help you win more business, differentiate yourself from your competitors and help you build your consulting practice. Presenter Kym Williams will work through how to build your pipeline, increase repeat work and referral opportunities and also take you through the meetings and structures you need to proactively put in place to engage your entire team around business development.
The presentation will:
· Work through how to build your pipeline, increase repeat work and referral opportunities
· Take you through the meetings and structures you need to proactively put in place to engage your entire team around business development.
[JLC Live] Successfully Managing "Word of Mouse" Ratings and ReviewsSurefire Local
This document discusses the importance of online reviews and reputation management for contractors. It provides tips for developing a proactive online review strategy, including setting goals, training staff, asking customers to review in a non-rewarding way, responding to all reviews, and using mobile and alerts. The key advice is to proactively showcase work, aggressively seek high quality reviews across sites, and mandate responsiveness to any reviews. Developing a strong online presence is critical even for referrals-based businesses.
High turnover in customer service can be costly for businesses. It indicates issues like products being too complex for representatives to fully understand, a lack of adequate rewards and benefits, and a failure to share ideas between employees and management. To improve turnover, businesses should implement continuous training programs on all operations aspects, incentive plans with realistic targets, one-on-one sessions for employees to share experiences and solutions, and timely performance updates focused on reducing errors.
This document contains a resume for Rajesh Deshpande. It includes sections on his goal, educational qualifications, experience, specialties in areas like business development and sales, strengths, achievements including increasing sales by 24% from 2010 to 2011, and a recommendation from a former colleague praising his passion, knowledge, and dedication.
This document provides a tool for developing standardized exit interview questions. The purpose is to better understand why employees are leaving an organization to help reduce turnover and costs. It lists 10 key questions to ask departing employees, including asking about their reasons for leaving, how their job function could be improved, work-life balance, management style, corporate culture, feedback on their supervisor, and opportunities to return to the organization in the future.
NPS (Net Promoter Score) - Science or PseudoscienceProduct Anonymous
The document discusses the Net Promoter Score (NPS) metric for measuring customer loyalty and likelihood to recommend a company. While NPS is widely used, the document notes it has limitations and may not be a reliable or predictive measure in all industries and situations. Specifically, NPS can be volatile, obscure other important information, and may not accurately reflect future business success or growth since loyalty is only one contributing factor. The document provides tips on how to use NPS more effectively by combining it with other qualitative and quantitative customer feedback metrics.
This document provides guidance on building products customers love using the Minimum Viable Product (MVP) approach. It emphasizes defining customer segments, choosing an MVP to test expected results, building the MVP, interviewing customers to analyze results and insights, and iterating based on customer feedback. Sample MVPs are discussed, like Pinterest starting with 89 monthly minutes per user or Gmail focusing on making 100 users happy. The document concludes by instructing readers to conduct customer interviews, run experiments, and report findings from at least two experiments with 10-40 customer interactions each.
This document discusses the Customer Success Triangle, which is comprised of product, content, and people. It emphasizes measuring the value a product provides customers, using helpful content like tutorials to support the product, and having people bring the product and content together to create a seamless customer experience through excellent service and support. The goal is to enhance customer loyalty, satisfaction, and sustained business through this approach.
The document provides guidance on developing a minimum viable product (MVP) and conducting customer interviews and solution validation. It recommends building the smallest possible product to test assumptions with customers, conducting 10+ customer interviews to understand problems and validate solutions, and creating a 3-page landing page to pitch the solution during interviews. The goal is to learn the most about customer needs and product-market fit with the least effort and resources before fully developing the product.
TechNet Webcast: Thrive Live! Create A Personal Marketing Plan For Career Suc...Microsoft TechNet
This document provides tips for creating a personal marketing plan for career success, including enhancing skills through training, communicating value to employers, and writing an effective resume. It emphasizes thinking differently about one's career after a job loss, focusing on accomplishments rather than just responsibilities. The resume should highlight quantifiable results and achievements in a reverse chronological format of up to two pages. Developing marketing materials, researching opportunities, and networking are important steps to find a new role that matches one's skills and interests.
The 5-day training program provides an overview of its daily activities which are aimed at helping participants with their job search and career success. The schedule includes sessions on building self-marketing skills, networking, resume and cover letter preparation, mock interviews, and goal setting. The document also discusses concepts like emotional intelligence, dealing with fears, and using accomplishments to showcase value to potential employers during the hiring process.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
Customer success teams help customers get value from products and build lasting relationships. There is high demand for customer success roles, with over 300,000 positions available. When hiring for a customer success team, look for people with backgrounds in support, services, account management, marketing or lifecycle management who have experience relevant to the company's products. It is also important to hire a diverse group with strong customer relations skills, growth potential, passion for customers, and interpersonal prowess as well as domain expertise matching the customers they will support.
The purpose of the survey is to help the company improve the work environment and gain constructive feedback. Employees are asked to provide anonymous feedback on a scale regarding various aspects of their job including training, office culture, management, policies/procedures, performance management, and opportunities for advancement. The survey also includes open-ended questions seeking comments on potential areas of improvement.
What You Can Do More Effectively In Delivering Even Greater ValueAlec Blacklaw
This document discusses tips for effective business productivity and outlines the services of a business consulting firm. The firm helps clients enhance business performance by making it more profitable, valuable and enjoyable. They do this through a unique client experience program and by helping clients focus on what is important versus urgent. Case studies are provided to demonstrate how clients benefited from the firm's services.
Part 4 of the BIG Boot Camp on Keller's Brand Equity Model. Looking at responses - how our customers reflect the brand an what we do to create the desired response
Learn what are the primary things entrepreneurs should keep in mind before starting a business/startup? Idea, Product, Team and Execution are the four crucial things for startups. Know how to deal with these 4 important factors for your startup.
1) The document is a sample sales script for a cold call to discuss software development services and resources that can potentially save a company money on their technology spend and HR costs.
2) It discusses the company's low overhead model and ability to offer lower margins than competitors by eliminating vendor layers, allowing for across-the-board savings.
3) The script also promotes offshoring some projects to facilities in India where consultants cost significantly less than in other locations.
These slides are my own point of view on what product management is about, how it works in the real world, what I look for when hiring, and how to land that first gig.
I’ve started 3 companies, raised money, and been through 3 acquisitions (on both sides of the table). I’ve got 20 years product management experience in roles from PM to Business Development to VP of Product to Chief Product Person at companies from just me to 100k+, including Oracle, ATG, D&B, NetProspex, and now UpUp Labs, where I work with product management teams to provide coaching and tools to help them with their roadmaps.
This is the slide deck from our first webinar - Kick start your Net Promoter System®. The webinar is available for offline viewing, please contact us to get access to it for FREE!
Consult Australia Tasmania Seminar - Proactive Business DevelopmentSarah Edson
Proactive business development tips and techniques for consultants to deliver more work!
Are your business development practices the right ones?
This session will help you win more business, differentiate yourself from your competitors and help you build your consulting practice. Presenter Kym Williams will work through how to build your pipeline, increase repeat work and referral opportunities and also take you through the meetings and structures you need to proactively put in place to engage your entire team around business development.
The presentation will:
· Work through how to build your pipeline, increase repeat work and referral opportunities
· Take you through the meetings and structures you need to proactively put in place to engage your entire team around business development.
[JLC Live] Successfully Managing "Word of Mouse" Ratings and ReviewsSurefire Local
This document discusses the importance of online reviews and reputation management for contractors. It provides tips for developing a proactive online review strategy, including setting goals, training staff, asking customers to review in a non-rewarding way, responding to all reviews, and using mobile and alerts. The key advice is to proactively showcase work, aggressively seek high quality reviews across sites, and mandate responsiveness to any reviews. Developing a strong online presence is critical even for referrals-based businesses.
High turnover in customer service can be costly for businesses. It indicates issues like products being too complex for representatives to fully understand, a lack of adequate rewards and benefits, and a failure to share ideas between employees and management. To improve turnover, businesses should implement continuous training programs on all operations aspects, incentive plans with realistic targets, one-on-one sessions for employees to share experiences and solutions, and timely performance updates focused on reducing errors.
This document contains a resume for Rajesh Deshpande. It includes sections on his goal, educational qualifications, experience, specialties in areas like business development and sales, strengths, achievements including increasing sales by 24% from 2010 to 2011, and a recommendation from a former colleague praising his passion, knowledge, and dedication.
This document provides a tool for developing standardized exit interview questions. The purpose is to better understand why employees are leaving an organization to help reduce turnover and costs. It lists 10 key questions to ask departing employees, including asking about their reasons for leaving, how their job function could be improved, work-life balance, management style, corporate culture, feedback on their supervisor, and opportunities to return to the organization in the future.
NPS (Net Promoter Score) - Science or PseudoscienceProduct Anonymous
The document discusses the Net Promoter Score (NPS) metric for measuring customer loyalty and likelihood to recommend a company. While NPS is widely used, the document notes it has limitations and may not be a reliable or predictive measure in all industries and situations. Specifically, NPS can be volatile, obscure other important information, and may not accurately reflect future business success or growth since loyalty is only one contributing factor. The document provides tips on how to use NPS more effectively by combining it with other qualitative and quantitative customer feedback metrics.
This document provides guidance on building products customers love using the Minimum Viable Product (MVP) approach. It emphasizes defining customer segments, choosing an MVP to test expected results, building the MVP, interviewing customers to analyze results and insights, and iterating based on customer feedback. Sample MVPs are discussed, like Pinterest starting with 89 monthly minutes per user or Gmail focusing on making 100 users happy. The document concludes by instructing readers to conduct customer interviews, run experiments, and report findings from at least two experiments with 10-40 customer interactions each.
This document discusses the Customer Success Triangle, which is comprised of product, content, and people. It emphasizes measuring the value a product provides customers, using helpful content like tutorials to support the product, and having people bring the product and content together to create a seamless customer experience through excellent service and support. The goal is to enhance customer loyalty, satisfaction, and sustained business through this approach.
The document provides guidance on developing a minimum viable product (MVP) and conducting customer interviews and solution validation. It recommends building the smallest possible product to test assumptions with customers, conducting 10+ customer interviews to understand problems and validate solutions, and creating a 3-page landing page to pitch the solution during interviews. The goal is to learn the most about customer needs and product-market fit with the least effort and resources before fully developing the product.
TechNet Webcast: Thrive Live! Create A Personal Marketing Plan For Career Suc...Microsoft TechNet
This document provides tips for creating a personal marketing plan for career success, including enhancing skills through training, communicating value to employers, and writing an effective resume. It emphasizes thinking differently about one's career after a job loss, focusing on accomplishments rather than just responsibilities. The resume should highlight quantifiable results and achievements in a reverse chronological format of up to two pages. Developing marketing materials, researching opportunities, and networking are important steps to find a new role that matches one's skills and interests.
The 5-day training program provides an overview of its daily activities which are aimed at helping participants with their job search and career success. The schedule includes sessions on building self-marketing skills, networking, resume and cover letter preparation, mock interviews, and goal setting. The document also discusses concepts like emotional intelligence, dealing with fears, and using accomplishments to showcase value to potential employers during the hiring process.
1. Four Product Management mindsets Deploy and balance the Explorer, Analyst, Challenger and Evangelist mindset throughout the product life cycle to avoid common pitfalls and deliver a superior solution.
2. Create context to motivate a high-performing team Practical tips and real-world examples to drive innovation, shared understanding, mitigate risks, and create energy and focus.
3.Understand your profile Evaluate your "go-to" strengths versus where you need to consciously practice, and how to recognize and balance stakeholders’ own.
4. Tools to help you Navigate challenging stakeholder relationships. Emerge with a stronger reputation as a leader when faced with conflicting business priorities, changes in direction, misaligned incentives, resource constraints, unexpected disruptions, and aggressive deadlines.
5. And many more strategies Techniques to say “no” given common stakeholder archetypes, how to diplomatically, authentically yet firmly approach keeping your priorities on track.
The document provides an introduction to a guide containing 101+ effective interview questions to help hiring managers hire quality candidates faster. It discusses different types of interview questions, including behavioral, competency-based, and situational questions. The guide then provides sample questions organized by category, such as collaboration and teamwork, training and onboarding, creative thinking and problem solving, assessing cultural fit, management and leadership skills, and communication skills.
This document provides an overview of talent management strategies for small businesses. It discusses the benefits of talent management, which include aligning employees with goals, improving communication, recognizing performance, and providing development opportunities. It then offers specific strategies for small businesses to attract, engage, and retain top talent, including building an internal and external brand, effective recruiting, performance management, learning and development, and succession planning. The presentation emphasizes that talent management is just as important for small businesses as it is for large companies.
There is an unseen natural journey your customers take for to growth. Most businesses and key account managers miss this. Once you understand what your key customers go through, the questions to ask, tactics to use and mindset to develop you will give yourself the opportunity to see unparalleled growth with your Key Customers. I share some simple ideas to help any key account manager, strategic account manager or sales leader wanting to empower your team to get even greater results.
11 Proven Approaches to Customer Feedback Employee EngagementGenroe
This document outlines 11 proven approaches to improving customer feedback and employee engagement: 1) have a strong change management focus, 2) introduce Employee NPS, 3) share insights with customers and employees, 4) empower employees to tag bad business processes, 5) team NPS targets and personal development plans rather than individual targets, 6) appoint customer champions, 7) brand the NPS process, 8) create "Vox Pop" videos to share success stories, 9) have senior management call employees associated with top ratings, 10) push positive customer comments into reward programs, and 11) add NPS to the employee induction program. It also advertises a free guide to implementing NPS from Genroe, an Australian customer experience management
Reflections is a guide to help companies and candidates alike to get more out of their recruitment processes. Created by Neon River, a specialist internet and technology industry focused executive search firm, it also provides valuable insight on company compensation structures.
The document outlines a strategic planning process including analysis, planning, and execution phases. The analysis phase involves assessing 6 elements: capabilities, vision, market, numbers, people, and processes. The planning phase focuses on setting written goals, developing people, sales/marketing plans, measurement, and innovation. Finally, the execution phase discusses implementing the plan through 90-day plans, communication, accountability partners, and weekly meetings.
Why the first 2 stages of Design thinking are important for a startup?Anuradha Sridharan
This document discusses the importance of the first two stages of design thinking - empathy and problem definition - for startups. It provides examples from two case studies of companies that utilized design thinking to better understand customer needs and problems. The document emphasizes spending time understanding the problem from the customer's perspective in order to identify opportunities to create value. It also stresses the importance of being open-minded during the empathy stage and allowing customer insights to shape the definition of problems to address.
Is your organization prepared for your leadership readiness gaps? According to Forbes Magazine, (11/17), only 25% of organizations have leaders ready to meet tomorrow’s business challenges.
There are 7 strategic decisions HR can make to properly build and deploy an effective leadership development program.
HR has a unique opportunity to engage as an important strategic partner for the business by insisting on a more formalized approach to leadership development. And, there's programs that work and programs that don't!
At the end of this webinar, participants will identify:
- The 7 Strategic Decisions to Walk Through for an Effective Leadership Readiness Program
- How to Build and Make the Case for Leadership Development within your Organization
- How to Design your Approach - including how to select participants and what components will be the best fit for your organizational goals
- Key Methods for Tracking Results and Measuring the ROI
Managing A Talent Acquisition Team In A Tough Finallarts
Lynn and Matt discussed strategies for talent acquisition professionals to consider during economic downturns. They explained why it's important to maintain an attractive employment brand to attract and retain talent. They provided suggestions on how to keep candidates engaged when jobs are on hold, convince candidates to change jobs during a recession, and reinforce the business case for recruiting. They also discussed retooling techniques and preparing for an economic rebound. Lynn and Matt emphasized focusing on quality hires and being ready to rapidly shift when the economy changes. They concluded by offering to answer any additional questions.
The Power of Stay Interviews for Employee Engagement & RetentionBizLibrary
At first glance, stay interviews seem way too simple. Can managers really keep employees longer and cause them to work better, just by asking how they can help?
The answer is “yes”, and research tells us stay interviews can drive turnover down by 20% and more, and also improve employee engagement.
The reason is simple: Stay interviews help managers build trust with their teams. Well-respected research calls out these findings:
Voluntary turnover is skyrocketing in the U.S
Employee engagement has been flat for 15 years
Companies continuously survey employees and implement new programs to “fix” things
…All while employees most want a manager they can trust.
In fact, U.S. companies spend $1.5 billion each year to fix engagement but work around managers rather than through them…and hence make no progress at all.
Stay interviews offer retention and engagement solutions that cannot be achieved with employee surveys or exit surveys. These interviews are conducted one-on-one, put managers in the solution seat, and provide focus on top performers.
To be most effective, stay interviews must be implemented as a process rather than a one-time, solitary event. This process includes assigning managers retention goals, providing stay interview training to build probing skills, training managers to build effective, individualized stay plans, and forecasting how long each employee will stay.
What You’ll Learn
The value and limitations of employee surveys as they provide data but not solutions.
Study data that drives home the importance of supervisor effectiveness as the linchpin that drives each individual employee’s engagement and retention.
The value and techniques for converting engagement and retention to dollar values rather than continue to report them only as scores and percentages which fail to drive executive action.
Specific stay interview tools including questions to ask, data to record, and potential solutions.
The four required skills leaders must learn to make their interviews successful.
How to develop a tool to forecast employee turnover based on interview results.
This session is based on the presenter’s book, The Power of Stay Interviews for Engagement and Retention, which is Society for Human Resources Management’s top-selling book in history.
The document summarizes the balanced scorecard journey of Innovair Group, a company that implemented a balanced scorecard approach. It describes some of the initial challenges they faced, such as inadequate communication and underestimating the time and capacity needed. It outlines changes they made, such as creating communication teams and adjusting timelines. It also highlights successes, like forming objective teams and aligning performance management. The takeaways are that false starts are okay, learning is valuable, and qualitative outcomes like growth and alignment are now part of their definition of success.
In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s important that everyone within your organization is set up to act on the data you’re receiving as part of your customer feedback program.
We’ll dig into having a champion, establishing the right culture, aligning with current processes of your organization, and how to motivate employees, from hourly to upper management to create a successful program.
Taking the Pain Out of Performance Reviews - Webinar 05_22_14BizLibrary
In the field of employee relations and labor/management conflicts, sometimes we have to work hard to find things about which both sides (employee and management) agree. One such area is performance reviews or appraisals. It’s just about universally true that nobody likes performance appraisals. But, the effective, accurate and objective evaluation of each employee’s performance holds the key to improving the overall performance of your entire organization.
In this webinar we'll discuss:
The role of performance management.
Why we do performance reviews?
Key strategies for effective performance management.
Continuous learning and development.
www.bizlibrary.com
A highly motivated and ambitious individual able to give timely and accurate advice, I am seeking a Operational level manager position, where I can expand on my experience in this field and utilize said experience to increase both customer satisfaction and the company’s overall reputation. Having a proven ability to lead by example, consistently hit targets, improve best practices and organize time efficiently
The document discusses a coaching program called the Growth Fundamentals Framework that aims to help accountants become business consultants. It provides answers to common questions about the program. The program uses a framework with 9 growth stages, 7 areas of focus, and 5 layers of complexity. It consists of 12 modules over 2 workshops and online resources. The workshops are designed to build facilitation skills, business knowledge, and influence skills so accountants can better help clients grow their businesses and increase the accountants' own fee income and expertise.
Similar to Lisa Hunt Refresh 19: Career development for your customer experience team (20)
A team is a group of individuals, all working together for a common purpose. This Ppt derives a detail information on team building process and ats type with effective example by Tuckmans Model. it also describes about team issues and effective team work. Unclear Roles and Responsibilities of teams as well as individuals.
Public Speaking Tips to Help You Be A Strong Leader.pdfPinta Partners
In the realm of effective leadership, a multitude of skills come into play, but one stands out as both crucial and challenging: public speaking.
Public speaking transcends mere eloquence; it serves as the medium through which leaders articulate their vision, inspire action, and foster engagement. For leaders, refining public speaking skills is essential, elevating their ability to influence, persuade, and lead with resolute conviction. Here are some key tips to consider: https://joellandau.com/the-public-speaking-tips-to-help-you-be-a-stronger-leader/
Sethurathnam Ravi: A Legacy in Finance and LeadershipAnjana Josie
Sethurathnam Ravi, also known as S Ravi, is a distinguished Chartered Accountant and former Chairman of the Bombay Stock Exchange (BSE). As the Founder and Managing Partner of Ravi Rajan & Co. LLP, he has made significant contributions to the fields of finance, banking, and corporate governance. His extensive career includes directorships in over 45 major organizations, including LIC, BHEL, and ONGC. With a passion for financial consulting and social issues, S Ravi continues to influence the industry and inspire future leaders.
Designing and Sustaining Large-Scale Value-Centered Agile Ecosystems (powered...Alexey Krivitsky
Is Agile dead? It depends on what you mean by 'Agile'. If you mean that the organizations are not getting the promised benefits because they were focusing too much on the team-level agile "ways of working" instead of systemic global improvements -- then we are in agreement. It is a misunderstanding of Agility that led us down a dead-end. At Org Topologies, we see bright sparks -- the signs of the 'second wave of Agile' as we call it. The emphasis is shifting towards both in-team and inter-team collaboration. Away from false dichotomies. Both: team autonomy and shared broad product ownership are required to sustain true result-oriented organizational agility. Org Topologies is a package offering a visual language plus thinking tools required to communicate org development direction and can be used to help design and then sustain org change aiming at higher organizational archetypes.
Integrity in leadership builds trust by ensuring consistency between words an...Ram V Chary
Integrity in leadership builds trust by ensuring consistency between words and actions, making leaders reliable and credible. It also ensures ethical decision-making, which fosters a positive organizational culture and promotes long-term success. #RamVChary
Originally presented at XP2024 Bolzano
While agile has entered the post-mainstream age, possibly losing its mojo along the way, the rise of remote working is dealing a more severe blow than its industrialization.
In this talk we'll have a look to the cumulative effect of the constraints of a remote working environment and of the common countermeasures.
Enriching engagement with ethical review processesstrikingabalance
New ethics review processes at the University of Bath. Presented at the 8th World Conference on Research Integrity by Filipa Vance, Head of Research Governance and Compliance at the University of Bath. June 2024, Athens
12 steps to transform your organization into the agile org you deservePierre E. NEIS
During an organizational transformation, the shift is from the previous state to an improved one. In the realm of agility, I emphasize the significance of identifying polarities. This approach helps establish a clear understanding of your objectives. I have outlined 12 incremental actions to delineate your organizational strategy.
Colby Hobson: Residential Construction Leader Building a Solid Reputation Thr...dsnow9802
Colby Hobson stands out as a dynamic leader in the residential construction industry. With a solid reputation built on his exceptional communication and presentation skills, Colby has proven himself to be an excellent team player, fostering a collaborative and efficient work environment.
Impact of Effective Performance Appraisal Systems on Employee Motivation and ...Dr. Nazrul Islam
Healthy economic development requires properly managing the banking industry of any
country. Along with state-owned banks, private banks play a critical role in the country's economy.
Managers in all types of banks now confront the same challenge: how to get the utmost output from
their employees. Therefore, Performance appraisal appears to be inevitable since it set the
standard for comparing actual performance to established objectives and recommending practical
solutions that help the organization achieve sustainable growth. Therefore, the purpose of this
research is to determine the effect of performance appraisal on employee motivation and retention.
Employment PracticesRegulation and Multinational CorporationsRoopaTemkar
Employment PracticesRegulation and Multinational Corporations
Strategic decision making within MNCs constrained or determined by the implementation of laws and codes of practice and by pressure from political actors. Managers in MNCs have to make choices that are shaped by gvmt. intervention and the local economy.
7. ● Understand how the product fits together
● Maintain existing code
● Investigate bugs
● Work under pressure to solve problems
● Set clear expectations
● Handle difficult conversations with customers
9. 5 years as a bookshop
sales assistant
6 years as a part-time
computer science student
4 years as a customer
support rep
4 years as a
bookshop manager
13. ● 80% of companies claim to provide a superior customer experience
(but)
● Only 8% of their customers are happy with the experience*
*Source: Bain CustomerLed Growth diagnostic questionnaire, n =
Satmetrix Net Promoter database, n = 375
14.
15.
16. “Customer Experience better be at the
top of your list when it comes to
priorities in your organization.”
-Steve Cannon, President & CEO of Mercedes-Benz USA
19. “Customer service is hard.
Anyone who tells you otherwise
is in denial, bad at it, or both.”
— Jeff Toister, Customer service author, Consultant, and Trainer
21. “A dead-end job is a job in which
there is little or no chance
of career development and
advancement into a higher paid
position.”
- Wikipedia
22.
23. “Support agents are very
attractive candidates for in-house
hiring, because they're
empathetic, they know the
product, and they know the
customers.”
- Martin Koiva, co-founder of Qualitista
25. 1. Exciting, challenging, or meaningful work
2. Supportive management/good boss
3. Being recognized, valued, and respected
4. Career growth, learning, and development
5. Flexible work environment
6. Fair pay
What makes an employee stay with you?*
*According to ‘Love 'Em or Lose 'Em: Getting Good People to Stay’ by Beverley Kaye and Sharon Jordan-Evans
(Berrett-Koehler Publishers; 5 edition - 6 Jan. 2014).
33. Here’s what you need:
Employees who care about
progression and your
product
The ability to have a
conversation with your team
members
An idea of where your
customer experience can
improve
34. Step 1:
Ask team members what they
enjoy about their current role
38. Do not need to delay new
features
Bugs team within Customer Success
Improved communication
between success, product,
and engineering teams
Able to identify and fix bugs
more quickly
Enables the team to provide
better support
40. Training coordinator
Create training programs &
cycles for customer teams
“Trainer training” for leadership
to help them onboard new
starters or coach their teams
Know which skills are needed
for frontline staff and
encourage their progression
42. Support Operations team
Focus on business needs,
not frontline support
Ensure that processes and
reporting are in place, freeing up
frontline staff to focus on the
customer needs
Understand the needs of the
customer support team
44. “Voice of the Customer” team
Ensures that tone is
consistent throughout the
customer journey
Create customer relationships
for case studies and increased
referrals
Able to raise customer needs
with other teams
46. Feature request research
Understand the need
behind each request
Build a better productImprove the experience of
requesting new features - make
the customer feel heard
48. Delegate leadership
tasks
Identify matches for management
Create room for skill-sharing
and promotion to leadership
roles as they become available
Enable existing managers to
take leave or vacations — no
one should be indispensable
49. If you create the opportunity,
your team will invent their
own paths