Loyalty

Richard P. Finnegan on The Stay Interview

Keeping your best employees before they look elsewhere.

October 30, 2015 / Podcast # 15-22

Richard P. Finnegan

We’ve all encountered a performance review a few times in our life. So often that conversation is about things the employee needs to stop doing. Rarely do bosses and their employees discuss what the employee wants to do more of. That’s where Richard Finnegan’s Stay Interview concept comes in. Detailed in his new book, The Stay Interview, published by AMACOM, this kind of discussion increases transparency and therefore retention of the quality employees before they start heading out the door.

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Micah Solomon on Customer Service in the Twenty-First Century

Using New Tools to Your Advantage

August 10, 2012 / Podcast # 12-16

Micah Solomon

Micah Solomon joins us on Edgewise to discuss his new book High-Tech, High-Touch Customer Service. Micah addresses the positive and negative effects technology has had on customer service today as well as the recent changes in the balance of power between customers and businesses. Using companies like Twitter and Yelp, Micah describes the importance of immediate customer conversation and how customers now, more than ever, can easily choose to take their business elsewhere. Other good examples of technology harness for revenue are companies like Netflix and Amazon that tap in to people’s strong desire for self-service and the need to receive things much faster than ever.

Micah Solomon, author of High-Tech, High-Touch Customer Service, is the customer service strategist and business keynote speaker termed by the Financial Post ”a new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling Exceptional Service, Exceptional Profit.

For additional training on this topic, consider these AMA seminars:
*Customer Service Excellence: How to Win and Keep Customers
*Leading Extraordinary Customer Service
*How to Create an ITIL Service Desk and Incident Management PRocess

To learn more, read these AMACOM Books:
*Strategic Customer Service, by John A. Goodman
*Customer Service Management Training 101, by Renee Evenson
*Award Winning Customer Service, by Renee Evenson

 

Dr. Betsy Kruger on Finding and Targeting Your Star Customers

Applying Pareto’s Principle to Your Brand

May 4, 2012 / Podcast # 12-09

Dr. Betsy Kruger

Dr. Betsy Kruger, author of the book Top Market Strategy: Applying the 80/20 Rule, explains how businesses can use this system to quadruple their profits. She also discusses a commonly overlooked but, key factor in increasing profit, customer loyalty. She stresses the importance of gaining quality customer relations as opposed to mere mass. Dr. Kruger explains how to identify the customers in the top 20% and how to specifically target them with your marketing strategy. She shares insight on how companies such as Subway and Harley Davidson have used this method to create a win-win scenario for the brand and consumer.
Dr. Betsy Kruger is a widely recognized expert in marketing strategy. Professors are adopting her book, Top Market Strategy: Applying the 80/20 Rule. She writes, speaks, and consults on 80/20 topics. The Better Business Bureau has accredited her company, Strategic Power. Starting with the University of Chicago, Dr. Kruger has managed many marketing projects for leading corporations in consumer industries. She developed and sold analytical software in over forty countries. Her mission is to empower prosperity, one business at a time. Dr. Kruger has taught thousands of managers how to be more successful in business.
For additional training on this topic, consider these AMA seminars:
*Fundamentals of Marketing: Your Action Plan for Success
*Strtegic Agility and Resilience: Embracing Change to Drive Growth
*AMA’s Advanced Course in Strategic Marketing

To learn more, read these AMACOM Books:
*Pricing for Profit, by Dale Furtwengler
*Exceptional Service, Exceptional Profit, by Leonardo Inghilleri, Micah Solomon
*Now, Build a Great Business!, by Mark Thompson, Brian Tracy

 

Scott Keller on Sustaining Organizational Health

Evaluating Long Term Success

February 24, 2012 / Podcast # 12-04

Scott Keller

Scott Keller coauthor of Beyond Performance, discusses the extensive research he conducted in the field of organizational effectiveness. With performance and health managed with equal emphasis being the main takeaway, Scott elaborates on what he means by organizational health and how that directly links to an organization’s performance. Listen as Scott explains how to assess and revive your campanies health.
Scott Keller is a director in the Southern California office of McKinsey & Company, and leads its transformational change practice in the Americas. He has published several articles on change management and organizational behavior, as well as a book for colleagues and clients. He holds an MBA and a BS in mechanical engineering from the University of Notre Dame and has worked as a manufacturing manager with Procter & Gamble and a photovoltaic engineer for the U.S. Department of Energy. Outside McKinsey, Scott is a cofounder of Digital Divide Data, an award-winning social enterprise that utilizes a sustainable IT service model to benefit some of the world’s most disadvantaged people.

For additional training on this topic, consider these AMA seminars:
*The Project Performance Management Workshop: Time, Cost and Budget
*Strategy Execution: Getting It Done
*Create a Respectful Workplace: Improve Morale, Increase Productivity and Achieve Business Goals

To learn more, read these AMACOM Books:
*2600 Phrases for Setting Effective Performance Goals, by Paul Falcone
*Transforming Performance Measurement, by Dean R. Spitzer, Ph.D.
*The Program Management Office Advantage, by Lia Tjahjana, Paul Dwyer, PMP

 

Stan Slap on Engaging Emotional Commitment in the Workforce

Why so many employees are dissatisfied.

November 19, 2010 / Podcast # 10-47

Stan Slap

Stan Slap asked thousands of managers what were their most important personal values and the top answers were “family” and “integrity.” When he asked the same managers which values they were most pressured to compromise, the top answers were “family” and “integrity.” It’s not that work is simply keeping us away from home and forcing us to lie, it’s that the majority of the workforce feels that they cannot truly be comfortable as themselves in the workplace. In his new book, Bury My Heart at Conference Room B, Stan discusses ways to tap into these unmet needs and create true emotional engagement in employees. Read more…

 

David Noer on Healing the Wounds of Layoffs

Thoroughly revised and updated, David Noer's classic book about downsized organizations has never been more relevant.

August 7, 2009 / Podcast # 09-32

David M. Noer

Reports of the most recent layoffs are making the front pages of our newspapers with frightening regularity. And massive downsizing continues to reshape the face of American business. But what about those who remain behind? In his updated 2009 edition of Healing the Wounds, David M. Noer, an expert frequently quoted in major media such as The Wall Street Journal and Fortune on the topic of layoffs and layoff survivor sickness, addresses these problems. Drawing on case studies and original research, Healing the Wounds provides executives, human resource professionals, managers, and consultants with an original model and clear guidelines for revitalizing downsized organizations and the employees left behind.
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Josh Leibner and Gershon Mader on the Power of Strategic Commitment

Even the most well thought out initiatives will fail without true employee ownership, accountability, and engagement.

July 17, 2009 / Podcast # 09-29

Josh Leibner and Gershon Mader

Most managers and executives don’t have a clear system for ensuring the support they need from those around them. In The Power of Strategic Commitment (AMACOM), authors Josh Leibner and Gershon Mader advise on how improve strategic processes by enlisting the support of managers, employees, boards, suppliers, investors, and others. The book outlines the key factors that determine commitment, providing powerful ways to build buy-in that cost nothing.
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Jill Griffin on Earning Loyalty in a Search and Switch World

"I Googled it." These three words have single-handedly transformed the way customers buy across every industry and sector.

June 26, 2009 / Podcast # 09-26

Jill Griffin

The ability to compare price and product created by Internet search engines coupled with our insatiable desire for instant information have created a volatile new breed of buyer, the search and switch customer. In these bruising economic times, businesses unprepared to address this buyer are losing market share by the minute.

In her book Taming The Search and Switch Customer: Earning Customer Loyalty In A Compulsion To Compare World, loyalty guru    Jill Griffin, advisor to Microsoft, Dell, Toyota, Marriott, HP, Days Inn and Western Union, provides a fresh, new arsenal of loyalty solutions uniquely calibrated for today’s compulsion to compare planet of buyers.
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Jack Mitchell on Why You Should Hug People at Work

The Proven Way to Hire, Inspire and Recognize Your Employees and Achieve Remarkable Results.

November 21, 2008 / Podcast # 08-47

Jack Mitchell

We work in a 21st century world where email has replaced conversation, call centers have decamped to India and help lines have turned into a series of automated messages. And while many of us are habitually reaching for our cellphones and blackberries, there remains a part of us that longs for a little, old fashioned human interaction.

Jack Mitchell, co-owner of several well-known and family owned clothing stores is on a crusade to bring back the good, old fashioned hug. His new book, Hug Your People, is poised to continue the revolution that his first title “Hug Your Customers” began five years ago when it became a Wall Street Journal bestseller. Read more…

 

Michael Lee Stallard on How to Fire Up Your Team’s Passion, Creativity and Productivity

Want to find out how to create an environment that consistently fires up your team?

November 7, 2008 / Podcast # 08-45

Michael Lee Stallard

Employee disengagement is a widespread malady in today’s organizations, causing the loss of billions of dollars, hours of dissatisfaction and work lives lacking true value. Scientific research has validated the powerful effect of emotional connections on human beings. When individuals feel a connection with their organization’s identity, their colleagues and their day-to-day tasks, it fires them up.

Michael Lee Stallard, president of the consulting firm E Pluribus Partners and primary author of Fired Up or Burned Out, explains the ins and outs of Connection Cultures. Read more…