CUSTOMER SERVICE

What if I told you that you could lose up to 82% of your customers due to poor customer service practices amongst your staff? Sound outrageous? Unfortunately, this is a true statistic! According to a Customer Experience Impact Report from RightNow Technologies, this is the percentage of customers lost. Do you want this to be you? More than likely, if you are reading this, you are the type of professional who wishes to implement best practices to prevent this sort of statistic from appearing at your company.

When analyzed, most of these factors are reported to be connected to the level of human interaction, i.e., how customers are treated when working with your employees, and how well their concerns are first met and then handled.

The bottom-line is that people want to be around those that make them feel good about themselves. They also want to trust that the company will do whatever possible to make them happy. This earns and keeps loyal, repeat customers!

Using theories of emotional intelligence research, Envision This! specialists will work with you to create a training and/or executive coaching program intended to:

• Increase customer service skills for employees
• Increase customer loyalty/retention
• Increase trust and rapport between team members and customers
• Increase quality and number of referrals
• Decrease rate of complaints and negative evaluations
• Increase collaboration between employees
• Increase individual and group productivity
• Increase the bottom-line profit and revenues

Request a strategy session today to learn more!

CORPORATE CULTURE AND LEADERSHIP

Leadership. Culture. Performance. Executive Coaching. Organizational Development. Change Management. Organizational Structure. Productivity.

According to Gallup’s CEO, Jim Clifton’s article, Are You Sure You Have a Great Workplace Culture? With over 40 years of research, they found the difference between a good corporation and a great one starts not with the employees, but with the team leaders/managers. They called this the “silver bullet,” to make true positive change for the corporate culture with the end-goal of increased productivity. Here are some interesting facts:

• 70% variance in culture is due to the actions of the manager (knowledge, talent, skills), not the employee alone.
• Perception of the leader needs to change from “command-and-control” to one of “increased development, purpose, and strengths-based coaching.”
• Only 30% felt they were included in the goal-setting process with their managers. Those that did felt they were included and were 3.6X more likely to be engaged, which increases organizational commitment and productivity.
  • Only 21% felt that the performance metrics given were within their control.
  • Only 2 out of 10 employees felt their performance plan motivated them to improve performance.
  • 51% of the workforce reported not feeling “engaged” at work. They are indifferent overall and considered a risk factor.
  • Most desire motivation and inspiration, but not with quotes and “feelings-based” messages, but with tangible support, such as clear expectations/guidelines, opportunities to grow, engagement through inclusion, etc.
• According to Gallup’s article, The Right Culture, Not About Employee Happiness, highly engaged employees show:
  • Demonstrated 41% reduction in absenteeism.
  • Incur a 17% higher productivity level.
  • Achieve a 24% reduction in turnover (in high turnover organizations).
  • Achieve a 59% reduction in turnover (in low turnover organizations).
  • Receive 10% increase in customer ratings.
  • Receive 20% increase in sales.
  • Overall, 21% greater profitability.

With these statistics in mind, it is vital for any forward-thinking organization to consider utilizing the proper tools to empower employees to fine-tune and sustain their company for future growth and prosperity.

Let Envision This! specialists work with you to create the right-fit training and coaching program to groom leadership on how to steer your organization in the right direction, taking it from what Jim Collins wrote about in his book… a good to great company!

Focus areas also include effective mentoring and performance improvement practices, change management, succession planning, building trust and rapport, and brain-based leadership.

Organizational structural specialties include organizational development, redesign, flow charts, job descriptions, performance gap analyses and executive coaching initiatives.

Request a strategy session today to learn more!