ENGAGED! 'Outbehave' Your Competition to Create Customers for Life
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This webinar, presented by leading branding expert and author Gregg Lederman, will provide a high-level guide for HR executives to evolve their organization's culture, ensure it's sustainable over time and create an improved customer experience.
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ENGAGED! 'Outbehave' Your Competition to Create Customers for Life
- 2. send your questions as we go or send them later! 1 FOR EITHER
- 10. • Sometimes remember them • On website • Rarely discussed • In job profiles • Provide training • Part of performance reviews • Hire for it • Converse about it • Measure it Have it Level 1 Announce it Level 2 Live it Level 3
- 11. PRINCIPLES8
- 13. get every employee on stage, delivering the experience for customers
- 15. make happy employees to create engaged customers
- 19. don’t just announce your culture, make it visible
- 20. Don’t Just Announce Your Culture
- 21. Have it Announce it Live it Level 1 Level 2 Level 3
- 26. sprint from culture talk to culture change
- 29. 1. Take time to listen to and understand each other 2. Appreciate and acknowledge the contributions of others 3. Get things done in the most efficient manner 4. Hold important conversations when needed 5. Support new ideas and initiatives 6. Follow up to ensure customer issues are addressed
- 30. Turn common sense into common practice
- 36. quantify your culture to turn common sense into common practice
- 42. behavior consistency1 level of ENGAGED2
- 48. ENGAGED Index Commitment and motivation to act in the best interest of the company. Department B +75-10Department A
- 50. any monkey can survey, start building relationships with customers
- 53. STOP THE BOMBARDMENT – need creative idea here. Depicting someone getting lots of surveys. Maybe an image of frustrated person at computer (not on the phone)
- 54. Quality Conversations slide – use this slide to introduce the concept plus Fix share ring. Similar to current Experience Aptitude slide. Maybe some animation for each of the fix, share and ring so that they appear when I speak about them. ringregister fixproblem sharesuccesses
- 55. WHATWHO
- 56. WHAT WHO
- 57. put the carrots away. rewards don’t work the way you think they do.
- 63. managing the experience builds trust in you as a leader
- 67. Hold the experience accountable for results
- 72. questions you have1 arrange a complimentary, customized Living the Brand Leadership assessment 2 FOR EITHER
- 73. ENGAGEDbook.com