Roy's Blog

February 20, 2017

The ONE way to create a memorable customer experience

There IS a secret ingredient to mixing a brew of remarkable customer experiences.

And it’s not about your service strategy.

And it’s not about the theory of customer behaviour.

So much is being written about how to build an effective customer experience strategy.

In fact advice and direction is “raining down” on organizations looking to establish “The Experience” as a competitive advantage.

Experience

Here’s my thinking.

I don’t think creating memories with an organization starts with strategy or study of consumer behaviour at all.

In fact I believe you can have a mediocre strategy and know sh*t about consumer behaviour theory and still deliver mind-blowing experiences.

The most common experience is created when two humans engage with one another. Yes, human-meets-technology creates an experience but it pales in comparison with the more frequent human interaction (I would argue in any event that the human - technology interaction should be modelled after the human - human one. It’s the benchmark that people use to set expectations).

The critical ingredient in human-to-human contact is emotion.

Does the server really care about taking care of the customer? Do they have the basic instinct and innate desire to serve others?

Because if they do, they will deliver crazy amazing experiences regardless of the specifics of the strategy.

Customer experience

These types of people would create dazzling experiences even if the strategy merely said “We intend to provide world class customer service” (YUK!).

“Head west” with your experience strategy but be obsessed with recruiting people who are born with the “caring virus”); who are “sick” with it and who naturally spread it to their colleagues.

Ask THEM how the human - technology interaction should look.

A pristine strategy without people who “love” people will go down in flames because execution is not an intellectual exercise; it’s achieved through acts of emotion on the frontline.

A vague strategy fuelled by human being lovers will deliver amazingness involuntarily.

P. S. And it’s NOT a training issue. You can’t train people to “love” other people. You can train ‘em to “grin” but that’s as far as it goes.

Just saying…

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

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  • Posted 2.20.17 at 05:44 am by Roy Osing
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February 13, 2017

12 ways to get the most out of your mentor

I had many mentors throughout my career, and I selected each one with a definite purpose in mind.

Getting a return on investment from your mentors doesn’t happen through serendipity; it is the result of a methodical strategy executed day-in and day-out.

These 12 “mentor moves” paid off handsomely for me over my 3 decade career.

1. Try and move the relationship with your mentor to a 2-way one where over time they benefit and are not always the giver.

2. Engage regularly. Monthly. If you’re not with them continually you’re out of their mind. Take them for lunch; THAT is something they wouldn’t expect.

3. Share your achievements; wins and losses. Offer an analysis on why you have suffered a setback along with an action plan to correct.

4. Ask for advice on specific challenges in your work that you are facing, but present your solution for their comment. Bring your suggested solution to the table not a problem with an open “What do you think?” question.

5. Ask your mentor to refer you to their connections who might be able to help you.

6. Ask them to recommend networking events and organizations given your specific career goals.

7. Use “their eyes” for your resume. Ask them to review it and be overly critical.

8. Submit any major document you have prepared for their opinion. But don’t overload them; keep it brief and capture the salient points.

9. Connect with them on LinkedIn.  Invite their contacts to connect with you but only through a customized personalized invitation.

10. Know something personal about them; send them a note on special occasions you discover about them. Hand write the note don’t send an email, text or use social media remark.

11. Discover what they need and offer to support them in any way that you can. Your contribution may be modest but it’s the gesture that matters.

12. Honour them. Talk them up with respect to all of your friends and colleagues. Put positive energy in the universe and it just may be returned.

A mentor is an asset to you.

Manage them well.

And reap the rewards as your future unfolds.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

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  • Posted 2.13.17 at 05:35 am by Roy Osing
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February 6, 2017

Employee incentives can payoff BIG TIME if…

Incentive programs are capable of achieving not only improved operating and financial and performance, but also “fun” in the workplace with an accompanying boost in employee morale.

But there’s a HUGE caveat: to be effective incentives must be driven by the strategy of the organization; they should never have a “life of their own”.

To make incentives an effective tool, follow these 5 rules:

1. Introduce a “strategic filter” to evaluate the worth of any incentive proposal. If a proposal can’t pass the strategic alignment test, modify it so it complies or don’t introduce it.
An incentive plan NOT directly linked to strategy will create dysfunction and confusion in the workplace.
Incenting sales to flog products, for example, when the strategy is to build intimate customer relationships might make sales happy but it produces zero return on investment as a tool of strategy.

2. Don’t copy what others do. “Me-to” incentives are boring and show employees that your not really interested in creating something special for them.
Morph what “the incentive herd” is doing into an approach that ONLY you provide.

3. Use one-time “contests” liberally in the workplace. They surprise employees and encourage greater participation. I introduced “dumb rules” contests to identify internal rules and policies that customers hated. It worked; employees had a blast, we made significant progress “cleansing our internal environment” and customer service results improved.

4. Communicate “the achievers” far and wide in your organization. You want to maximize involvement and realize the corresponding benefits.

5. Measure and track the benefits of each incentive program. Learn from how they perform; eliminate the losers and keep the winners.

Avoid jumping on the incentives bandwagon unless you put the discipline in place to reap the benefits.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

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  • Posted 2.6.17 at 05:27 am by Roy Osing
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January 30, 2017

How can I stand-out from the crowd? 10 steps to follow…

People always ask me how they can stand out from the crowd.

Here are 10 critical steps to take:

1. Ask yourself the question “How can I do this differently?” Just having the subject top of mind will lead you in the right direction. Ask yourself this question everyday!

2. Purge every aspect of copying from your being. This is tough because it’s almost second nature to benchmark best in class and apply best practices.
We have been conditioned to believe that we are better off when we follow the best in the herd. Nonsense. All we have done is temporarily change our position in it.

3. Look at what everyone else is doing then do the opposite. Amazing results are achieved by contrarian acts.

4. Learn to focus on the critical few things you need to be successful. It’s so tempting to chase the possibilities that are out there but the problem is that you are busy but ineffective in delivering quality results. DiFFERENT people are “mindlessly” focused on a few critical things that are not on anyone else’s radar.

5. Shed the “CRAP” that gets in the way of your ability to focus on your key priorities. Holding on to “comfy food” may satisfy your appetite but it won’t enable your quest to stand-out from the herd.

6. Hook up with weird people. If you’re going to seek stimulation from others, lean in to people who don’t follow the rules and have “off the wall” views.

Peculiar

7. Be the first to take on new projects. Covet opportunities to offer standard solutions to radical problems that have not been addressed before. Your solution to a new problem will carry the DiFFERENT tag.

8. Loosen up on planning; tighten up on execution. Most people think the value is in the plan; don’t go with them. Jump in to the messy inelegant world of implementation where results get delivered. DiFFERENT people get stuff done; they don’t sit around pondering possibilities.

9. Be imperfect (a lot). While others are seeking the impossible dream of perfection DiFFERENT people are achieving results. Get as much stuff as you can “just about right” and hit the ground running.

10. Recover when you make a mistake (and you will, that’s what execution artists do). Fix your mistake (because that’s what people expect) and surprise them with something they DON’T expect. You will be remembered for your risk taking and brilliance of recovery. Your mistake will quickly be forgotten.

There is no scientific formula to get you out of the herd of commonality but these 10 steps will do the job.

I know. They worked for me.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

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  • Posted 1.30.17 at 05:02 am by Roy Osing
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