February 2017

Change Management Best Practices & World-Class Change Deployment Methodology

February 24, 2017 1 Comment

Best Practice Change Management Framework

Any change initiative should employ a proven & world-class change management implementation framework

Best Practice Change Management Project Approach & Plan – Define Goals, Obtain Buy-In

Change Management Methodology: Any change initiative should employ a proven & world-class change management implementation framework. Best Practice Steps to Define Change Goals and Obtain Buy-In for the Change

Best Practice Change Management Project Approach & Plan – Design Change Approach

Change Management Methodology: Best Practice Steps to Designing a Solid Change Approach

Best Practice Change Management Project Approach & Plan – Develop and Deploy Change

Change Management Methodology: Best Practice Steps to Developing and Deploying Change

Best Practice Change Management Project Approach & Plan – Deliver Change Results

Change Management Methodology: Best Practice Steps to Delivering Change Results

Management’s Crucial Role In Supporting Change

Management Must Have Clearly Articulated Roles in Facilitating and Supporting any Change

Organizational Change Alignment Possible Outcomes

The graphic above depicts the various change outcomes possible. Following a solid change methodology can ensure the optimal state of “total alignment”

Change Initiative Ranking Analysis Techniques

A best practice change approach includes proven methods and techniques to evaluate potential change initiatives to undertake

Typical & Critical Change Initiative Roles & Organizational Structure

A world-class change approach includes mapping out change roles and delivering sufficient training and role change orchestration. This approach ensures that aspect of the organization is pulling together in synergy on every level following the implementation of the change.

Change Management Initiative Resource Plan

A world-class change approach includes mapping out a change implementation organization including the organizational inter-relationships, special committees and groups as well as specific roles and responsibilities.

The Role of Middle Management in Change Management

A world-class change approach must include middle management inclusion strategies

Managing & Mitigating Organizational Change Resistance

Careful Considerations must be made to anticipate and mitigate change resistance, including from middle management

Executive Support for Change Management

A world-class change approach includes planning how executive support will be applied during any change initiative

Change Management Strategies for Institutionalizing Change

Best practice change methodologies and strategies can mitigate the pitfalls associated with not institutionalizing a change which risks, over time, organizational drift away from the desired change state.

Customer Emotions that Drive Buying Behavior

February 3, 2017 1 Comment

Find out why most companies miss the mark in terms of focusing on generating positive customer emotions

Solutions to Problems AND Good Customer Emotions Need to Exist for Long-Term Loyalty

Good products and services are only part of the equation in terms of generating customer repeat business, loyalty, long-term retention

Some Customers Will Work to Destroy Your Business While Others Are Willing Partners in Helping You Grow, Be More Successful

Some customers will actually work to kill your company and brand(s), namely dissenters and defectors, while others will work tirelessly to bolster your sales, reputation, customer acquisition efforts, etc.

Guidelines for Generating Positive Customer Emotions and Relations

It is essential that all of your customer facing team members are representing the company and brand well, and that they adhere to your stated customer principles

Sample Steps to Developing an Environment Where Customers Are Motivated to Buy from Your Company

Your customer facing team members need to develop a customer interaction playbook that is consistent with your brand and customer mantra

Alignment of the customer delivery ‘value chain’ is Crucial

Every aspect of your customer delivery ‘value chain’ needs to be synchronized to deliver a highly consistent and high quality (emotional) experience as rated by your customers

A Chief Customer Officer’s (CCO) role is to Advocate for the Customer within the CxO suite

** Refer to previous blog article on the 5 R’s of customer loyalty – https://goo.gl/L4IA3q

If you rate customer satisfaction and loyalty as a high company priority, then they must be represented by a Chief Customer Officer (CCO) that will truly advocate for customers and set the customer standards that drive positive customer emotions

Summary: The following points summarize the content of this blog as follows:

In order to develop customer loyalty you must have both great products and services as well as the ability to generate positive customer emotions (customer delight, feeling connected to the company)
Segments of your customer base will work to destroy your attempt at market success while others are your partners in helping your company become even more successful.
In order to drive positive customer emotions and convert your customers into advocates and super-advocates, you must develop an internal customer relations playbook (develop customer vision, code of customer interaction conduct, etc.)
Every aspect of your customer delivery ‘value chain’ needs to be in-synch in order to deliver an end-to-end superb and fulfilling customer experience
Every company should have the equivalent of a Chief Customer Officer (CCO) in order to set the customer vision and standards and be the ultimate advocate for all of your customers.

Filed under CRM, Customer Profitability, customer service Tagged with acquire competitor’s customers, acquire customers, angry customer, brand advocates, brand ambassadors, brand management best practices, brand reputation, buying environment, Chief Customer Officer, competitor’s customers, CRM, CRM Blog, crying customers, customer advocate, customer advocates, customer anger, customer attrition, customer base, customer care agents, customer code of conduct, customer concern, customer defection, customer emotions, Customer executive, customer feedback, Customer focus groups, customer fulfillment, customer golden rule, customer good feelings, Customer Loyalty, customer management best practices, customer playbook, customer problem solving, customer ratings, customer relations, Customer Relationship Management, customer respect, customer service best practices, customer service call scripts, customer service nightmare stories, customer service pitfalls, customer service playbook, customer service representatives, customer strategy, Customer Strategy Blog, customer tactics, customer vision statement, customer voting, delighted customers, expand customer base, glad customers, grow customers, happy customer, high quality customer service, indifferent customer, leading customer service programs, loyal employees, loyalty program best practices, loyalty programs, pissed off customers, Positive customer emotions, problem customers, scared customers, steal competitor’s customers, Steven Jeffes, top customer service programs, upset customers

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Stevenjeffes: Customer Experience, Marketing, CRM, Corporate Innovation Blog

Customer Emotions that Drive Buying Behavior

Find out why most companies miss the mark in terms of focusing on generating positive customer emotions

Good products and services are only part of the equation in terms of generating customer repeat business, loyalty, long-term retention

Some customers will actually work to kill your company and brand(s), namely dissenters and defectors, while others will work tirelessly to bolster your sales, reputation, customer acquisition efforts, etc.

It is essential that all of your customer facing team members are representing the company and brand well, and that they adhere to your stated customer principles

Your customer facing team members need to develop a customer interaction playbook that is consistent with your brand and customer mantra

Every aspect of your customer delivery ‘value chain’ needs to be synchronized to deliver a highly consistent and high quality (emotional) experience as rated by your customers

If you rate customer satisfaction and loyalty as a high company priority, then they must be represented by a Chief Customer Officer (CCO) that will truly advocate for customers and set the customer standards that drive positive customer emotions

Summary: The following points summarize the content of this blog as follows:

In order to develop customer loyalty you must have both great products and services as well as the ability to generate positive customer emotions (customer delight, feeling connected to the company)

Segments of your customer base will work to destroy your attempt at market success while others are your partners in helping your company become even more successful.

In order to drive positive customer emotions and convert your customers into advocates and super-advocates, you must develop an internal customer relations playbook (develop customer vision, code of customer interaction conduct, etc.)

Every aspect of your customer delivery ‘value chain’ needs to be in-synch in order to deliver an end-to-end superb and fulfilling customer experience

Every company should have the equivalent of a Chief Customer Officer (CCO) in order to set the customer vision and standards and be the ultimate advocate for all of your customers.

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Stevenjeffes: Customer Experience, Marketing, CRM, Corporate Innovation Blog

Change Management Best Practices & World-Class Change Deployment Methodology

Any change initiative should employ a proven & world-class change management implementation framework

Change Management Methodology: Any change initiative should employ a proven & world-class change management implementation framework. Best Practice Steps to Define Change Goals and Obtain Buy-In for the Change

Change Management Methodology: Best Practice Steps to Designing a Solid Change Approach

Change Management Methodology: Best Practice Steps to Developing and Deploying Change

Change Management Methodology: Best Practice Steps to Delivering Change Results

Management Must Have Clearly Articulated Roles in Facilitating and Supporting any Change

The graphic above depicts the various change outcomes possible. Following a solid change methodology can ensure the optimal state of “total alignment”

A best practice change approach includes proven methods and techniques to evaluate potential change initiatives to undertake

A world-class change approach includes mapping out change roles and delivering sufficient training and role change orchestration. This approach ensures that aspect of the organization is pulling together in synergy on every level following the implementation of the change.

A world-class change approach includes mapping out a change implementation organization including the organizational inter-relationships, special committees and groups as well as specific roles and responsibilities.

A world-class change approach must include middle management inclusion strategies

Careful Considerations must be made to anticipate and mitigate change resistance, including from middle management

A world-class change approach includes planning how executive support will be applied during any change initiative

Best practice change methodologies and strategies can mitigate the pitfalls associated with not institutionalizing a change which risks, over time, organizational drift away from the desired change state.

Share this:

Like this:

Customer Emotions that Drive Buying Behavior

Find out why most companies miss the mark in terms of focusing on generating positive customer emotions

Good products and services are only part of the equation in terms of generating customer repeat business, loyalty, long-term retention

Some customers will actually work to kill your company and brand(s), namely dissenters and defectors, while others will work tirelessly to bolster your sales, reputation, customer acquisition efforts, etc.

It is essential that all of your customer facing team members are representing the company and brand well, and that they adhere to your stated customer principles

Your customer facing team members need to develop a customer interaction playbook that is consistent with your brand and customer mantra

Every aspect of your customer delivery ‘value chain’ needs to be synchronized to deliver a highly consistent and high quality (emotional) experience as rated by your customers

If you rate customer satisfaction and loyalty as a high company priority, then they must be represented by a Chief Customer Officer (CCO) that will truly advocate for customers and set the customer standards that drive positive customer emotions

Summary: The following points summarize the content of this blog as follows:

In order to develop customer loyalty you must have both great products and services as well as the ability to generate positive customer emotions (customer delight, feeling connected to the company)

Segments of your customer base will work to destroy your attempt at market success while others are your partners in helping your company become even more successful.

In order to drive positive customer emotions and convert your customers into advocates and super-advocates, you must develop an internal customer relations playbook (develop customer vision, code of customer interaction conduct, etc.)

Every aspect of your customer delivery ‘value chain’ needs to be in-synch in order to deliver an end-to-end superb and fulfilling customer experience

Every company should have the equivalent of a Chief Customer Officer (CCO) in order to set the customer vision and standards and be the ultimate advocate for all of your customers.

Share this:

Like this:

Blog E-mail Subscription

Calendar