Customer Focus, Feedback and Service Strategy To create customer-focused teams, employees must understand that they win when the customers win; there is more to this positioning than meets the eye. The customer win has to be defined so that the company also wins. If you ask customers what they want they will tell you I […]
Most companies employ a periodic employee review program, typically comprised of a major annual review and sometimes complimented by a formal mid-year feedback session. Examination of these programs reveals most performance ratings are based on those individual behaviors, events, and accomplishments occurring within a few weeks of a review’s development. Consequently, employees achieving great success throughout the year, particularly those with significant achievements earlier in the period, feel cheated by a process that frequently overlooks these accomplishments.
https://www.strategydriven.com/wp-content/uploads/iStock_000012548509XSmall.jpg282425StrategyDrivenhttps://www.strategydriven.com/wp-content/uploads/SDELogo5-300x70-300x70.pngStrategyDriven2012-07-31 06:43:552018-08-08 20:41:08Management Observation Program Best Practice 9 – Feeding the Performance Management Program
Secrets of Power Problem Solving by Roger Dawson About the Reference Secrets of Power Problem Solving by Roger Dawson provides an insightful examination of the theories and practices associated with decision-making. Throughout his book, Roger challenges commonly held beliefs about the decision-making process and provides actionable methods to effectively address problems of all types… of […]
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What is a Customer Focused Team? The word ‘team’ is overused in business; it gets applied to any group of humans in a work setting. However, when you define a team as everything, you end up with nothing. The best and most concise definition for corporate teams I have found comes from The Wisdom of […]
Do you know the real reasons why your lost customers decided to stop working with your company? Do you understand the unmet needs of your most dissatisfied clients? When you are part of a senior management team running a large business, it can be easy to become insulated from the day-to-day realities of how your […]
Performance within groups typically does not just happen. For a group to really perform well it needs practice. The group needs to understand the best way to organize itself for performance. This concept is commonly understood by sports teams and the military. They clearly see the need to give groups opportunities to practice. Boot Camp […]
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“There is most often no simple solution for a complex problem. True genius is finding the complex solution for the complex problem and being able to communicate it simply.” Author Unknown
Judgment Calls: Twelve Stories of Big Decisions and the Teams That Got Them Right by Thomas H. Davenport and Brook Manville About the Reference Judgment Calls by Thomas H. Davenport and Brook Manville examines twelve mission critical decisions made by public and private organizations for the key aspects of the decision process employed and analytical […]
The Miami Heat just won the NBA title, and LeBron James, aka ‘King James,’ won the most valuable player award. He completed a nine-year mission. A reporter asked him what his first thoughts were. He instantly replied with a HUGE smile, “It’s about damn time.” As most know, the game of basketball is a team […]
https://www.strategydriven.com/wp-content/uploads/JeffreyGitomer.jpg218156StrategyDrivenhttps://www.strategydriven.com/wp-content/uploads/SDELogo5-300x70-300x70.pngStrategyDriven2012-07-09 06:49:462016-08-07 21:56:33Championship aftermath. The first breeds the second.
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Business Programs
Creating Customer Focused Teams, Part 2
/in Management & Leadership, Marketing & Sales/by Bruce HodesCustomer Focus, Feedback and Service Strategy To create customer-focused teams, employees must understand that they win when the customers win; there is more to this positioning than meets the eye. The customer win has to be defined so that the company also wins. If you ask customers what they want they will tell you I […]
Management Observation Program Best Practice 9 – Feeding the Performance Management Program
/in Management Observation Program, Premium, Talent Management/by StrategyDrivenMost companies employ a periodic employee review program, typically comprised of a major annual review and sometimes complimented by a formal mid-year feedback session. Examination of these programs reveals most performance ratings are based on those individual behaviors, events, and accomplishments occurring within a few weeks of a review’s development. Consequently, employees achieving great success throughout the year, particularly those with significant achievements earlier in the period, feel cheated by a process that frequently overlooks these accomplishments.
Leadership Inspirations – Guided by Experience
/in Leadership Inspirations/by StrategyDriven“The trouble with using experience as a guide is that the final exam often comes first and then the lesson.” Anonymous
Recommended Resource – Secrets of Power Problem Solving
/in Decision-Making, Recommended Resources/by StrategyDrivenSecrets of Power Problem Solving by Roger Dawson About the Reference Secrets of Power Problem Solving by Roger Dawson provides an insightful examination of the theories and practices associated with decision-making. Throughout his book, Roger challenges commonly held beliefs about the decision-making process and provides actionable methods to effectively address problems of all types… of […]
Creating Customer Focused Teams, Part 1
/in Management & Leadership, Marketing & Sales/by Bruce HodesWhat is a Customer Focused Team? The word ‘team’ is overused in business; it gets applied to any group of humans in a work setting. However, when you define a team as everything, you end up with nothing. The best and most concise definition for corporate teams I have found comes from The Wisdom of […]
Departed Client Analysis: Opening Formal Channels of Feedback to Improve Customer Retention
/in Marketing & Sales/by Richard SchroderDo you know the real reasons why your lost customers decided to stop working with your company? Do you understand the unmet needs of your most dissatisfied clients? When you are part of a senior management team running a large business, it can be easy to become insulated from the day-to-day realities of how your […]
Creating Teams
/in Management & Leadership/by Bruce HodesPerformance within groups typically does not just happen. For a group to really perform well it needs practice. The group needs to understand the best way to organize itself for performance. This concept is commonly understood by sports teams and the military. They clearly see the need to give groups opportunities to practice. Boot Camp […]
Leadership Inspirations – Complexity
/in Leadership Inspirations/by StrategyDriven“There is most often no simple solution for a complex problem. True genius is finding the complex solution for the complex problem and being able to communicate it simply.” Author Unknown
Recommended Resource – Judgment Calls
/in Decision-Making, Recommended Resources/by StrategyDrivenJudgment Calls: Twelve Stories of Big Decisions and the Teams That Got Them Right by Thomas H. Davenport and Brook Manville About the Reference Judgment Calls by Thomas H. Davenport and Brook Manville examines twelve mission critical decisions made by public and private organizations for the key aspects of the decision process employed and analytical […]
Championship aftermath. The first breeds the second.
/in Marketing & Sales, Practices for Professionals/by Jeffrey GitomerThe Miami Heat just won the NBA title, and LeBron James, aka ‘King James,’ won the most valuable player award. He completed a nine-year mission. A reporter asked him what his first thoughts were. He instantly replied with a HUGE smile, “It’s about damn time.” As most know, the game of basketball is a team […]