Loyalty
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
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
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
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…
Leonard Berry and Kent Seltman on Management Lessons from Mayo Clinic
It's not just about healthcare.
October 31, 2008 / Podcast # 08-44
The Mayo Clinic is one of the world’s most prestigious organizations, one that fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees.
Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman had the rare opportunity to study Mayo Clinic’s service culture Read more…
Beverly Kaye on Keeping Ideal People in the Workplace
The retention of top employees is every manager's concern.
August 8, 2008 / Podcast # 08-32
With every employee who walks out the door costing the company up to 200 percent of their annual salary to replace, retention is one of the most important issues facing businesses today. Because finding the ideal person for every workplace position has become an increasingly difficult task, the retention of top employees has become every manager’s concern. Love ‘Em or Lose ‘Em, by organizational-development specialists Beverly L. Kaye and Sharon Jordan-Evans, proposes that this “race for talent” can be effectively run only by those who adopt programs and policies that truly support their personnel. Read more…