Thursday, May 17, 2018

Book Review: Company Culture for Dummies by Mike Ganino

Company Culture for Dummies by Mike GaninoOrganizations around the world are looking for the “secret sauce” to create strong company cultures—and this book lets you in on what you can do to share the same culture that drives places like Google, Southwest, and Wegman’s to succeed.

Inside, expert author on corporate culture Mike Ganino distills company culture down to the four core elements that you need to consider when making any business decision. Packed with real-world examples and practical approaches to help you build a culture that drives performance, increases bottom line results, and creates brands that people talk about and remember, this is the book you’ll want to keep close by as you create your own unique culture.

  • Implement and manage cultural change effectively
  • Apply key principles to achieve organizational goals
  • See how new technologies influence organizations
  • Retain employees and attract new talent

With this helpful guide, you’ll boost your company’s culture in no time!

 

Take a look at my video review and decide for yourself if this book is for you.

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Thursday, May 10, 2018

Book Recommendation: Never Lose a Customer Again by Joey Coleman

Never Lose a Customer Again Joey ColemanColeman’s theory of building customer loyalty isn’t about focusing on marketing or closing the sale: It’s about the First 100 Days® after the sale and the interactions the customer experiences.

While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer’s remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers’ emotions, you can apply a myriad of tools and techniques — in-person, email, phone, mail, video, and presents — to cement a long and valuable relationship.

Coleman’s system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.

In the “Acclimate” stage, customers need you to hold their hand and over-explain how to use your product or service. They’re often too embarrassed to admit they’re confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.

In the “Adopt” stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognition. For instance, Sephora’s VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).

In the final stage, “Advocate,” loyal customers and raving fans are primed to provide powerful referrals. That’s how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year – with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses-paid safari?!) they guarantee their community will keep providing perfect referrals.

Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%.

Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman’s customer retention system has produced incredible results in dozens of industries.

His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers – as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.

 

Why you must get Never Lose a Customer Again, by Joey Coleman. 

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Monday, May 07, 2018

How to Achieve the Ideal Workday

ideal workdaySit back and imagine your ideal, perfect workday. What would it look like? Would it be a day without meetings? Perhaps it would be a day without interruptions. Maybe your ideal workday is one where you are focused on accomplishing the monumental task that has been occupying too much headspace.

 

When you consider what your ideal workday looks like, it’s important to make it a reality. While not every day can be ‘ideal,’ many can with a little strategic thought and attention to planning.

 

Here are some strategies to help you achieve your ideal workday:

 

Prepare today for tomorrow. Schedule the last 15 minutes of each workday to review what’s on deck for the next day. These strategies will ensure you have an ideal start to the next day.

1. Scrutinize your calendar and the meetings scheduled. Are they necessary – do you have to attend? Are you prepared – do you have an agenda?

2. Consider what projects you want to accomplish and the deadlines that are looming. In your calendar, set aside chunks of time to focus exclusively on accomplishing those tasks.

3. Tidy up your workspace to eliminate distractions upon starting work in the morning.

4. If you travel for work, host video conference calls or face-to-face meetings, take a few moments to consider what you are going to have to take with you and set it aside.

5. Visualize what you need to wear to be comfortable, sharp and focused at work the next day. Lay it out, press it and accessorize the night before.

6. If you’re going to make it an early day, prepare your breakfast the night before.

 

Make a Game Plan: At the beginning of each workday, write down three non-negotiable tasks that must be accomplished before ending your day. Maybe it’s making sales calls or completing a project. Either way, keep the list short to help increase the sense of urgency and focus needed from you.

 

Contemplate Quiet. When you allocate time for specific tasks, use the time wisely. The best way to achieve this is to have a quiet, distraction-free workspace ensuring your total focus.

  • Honor the time set aside in your schedule for accomplishing specific tasks, as if it were a client meeting. Don’t be late or allow interruptions.
  • Close the door. Our pro-open-door society is great for engaging employees and colleagues; however, can be challenging to working in an uninterrupted environment. It’s okay to close the office door when you need the time to focus exclusively on the tasks at hand. If you don’t have a door, consider using headphones as a ‘do not disturb’ message you can send to others.
  • Go off-site or seek an alternative, quiet location when you need to ensure interruptions won’t occur.

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