engage, energize, and empower: unleash passion · 2020-05-01 · engage, energize, and empower:...
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Engage, Energize, and Empower:Unleash Passion
Brian Andrews (@Loyaltyrocks) • Sr. CX Principal • Medallia
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+EEmployees
CCustomers
SShareholders
Medallia © Copyright 2017.
The Iceberg of Ignorance
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Problems known to:
Top Managers
Middle Managers
Supervisors
Front Line Workers
4%
9%
74%
100%Source: Sidney Toshida –International Quality
Symposium 1989
“”
Medallia © Copyright 2017.
PETER DRUCKER
Only three things happen naturally in organizations: friction, confusion, and
underperformance. Everything else requires leadership.
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SeniorLeaders
Middle Management
Frontline Leaders and Frontlines
Joshua Rossman
Sal Webber
Linda Verba
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Senior LeadershipHow engaged is your leader?
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ContextCustomer at the center of the ‘turn-around’
DataRebuilt end to end measurement system
Engagement: Goals, scorecards, metrics:
Managing the customer experience
Change: Customer has a ‘seat at the table’
Medallia © Copyright 2017.
Senior LeadershipCall to action
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Proactively Seek Commitment
• Create a rhythm of interaction with senior leaders
• Connect high quality insights to the operations of the business
Medallia © Copyright 2017.
Senior LeadershipCall to action
8
Proactively Seek Commitment
• Create a rhythm of interaction with senior leaders
• Connect high quality insights to the operations of the business
• Build a robust E2E CX measurement system
• Collaborate at the grass roots level to deliver results Engage Teams at
ALL Levels
Medallia © Copyright 2017.
Senior LeadershipCall to action
9
Proactively Seek Commitment
• Create a rhythm of interaction with senior leaders
• Connect high quality insights to the operations of the business
• Build a robust E2E CX measurement system
• Collaborate at the grass roots level to deliver results
• Hits: verbatim feeds in lobby, evaluative metrics, CX stories
• Misses: unique customer goals across the org
Engage Teams at ALL Levels
Pull Culture Levers (in addition to root cause
problem fixes)
Medallia © Copyright 2017.
Senior LeadershipCall to action
10
Proactively Seek Commitment
• Create a rhythm of interaction with senior leaders
• Connect high quality insights to the operations of the business
• Build a robust E2E CX measurement system
• Collaborate at the grass roots level to deliver results
• Hits: verbatim feeds in lobby, evaluative metrics, CX stories
• Misses: unique customer goals across the org
• Strengthen commitment over time by maintaining engagement
• Do not assume that out of sight will not lead to out of mind
Engage Teams at ALL Levels
Pull Culture Levers (in addition to root cause
problem fixes)
Keep Senior Leaders Engaged!
Medallia © Copyright 2017. 11
We've had three big ideas at Amazon that we've stuck
with for 18 years, and they're the reason we're successful:
Put the customer firstInvent
And be patient
“”
Medallia © Copyright 2017.
Amazon.com CEOJEFF BEZOS
Medallia © Copyright 2017.
To our shareowners: (April 2014) To our shareholders (1997):I’m so proud of what all the teams here at Amazon have accomplished on behalf of customers this past year.
Amazonians around the world are polishing products and services to a degree that is beyond what’s expected or required, taking the long view, reinventing normal, and getting customers to say “Wow.”
Amazon.com passed many milestones in 1997: by year-end, we had served more than 1.5 million customers,yielding 838% revenue growth to $147.8 million, and extended our market leadership despite aggressive competitive entry.
But this is Day 1 for the Internet and, if we execute well, for Amazon.com. Today, online commerce saves customers money and precious time. Tomorrow, through personalization, online commerce will accelerate the very process of discovery. Amazon.com uses the Internet to create real value for its customers and, by doing so, hopes to create an enduring franchise, even in established and large markets.
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Engaging Middle Management Through Change
Sal WebberVP, O p era t i o na l E xce l l ence
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You can never enter the same river twice “”
HERACLITUS
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You can’t get there by staying here
InstallationRealization/Repeatability
“LEAP OF FAITH”
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InstallationRealization/Repeatability
To bridge this gap we need to help our people believe through mindset and behavior changes
UniformedOptimism
InformedPessimism
HopefulRealism
InformedOptimism
Acceptance
RejectionResistant
Supportive
Ladder of Inference
Take Action Based on Beliefs
Adopt Beliefs about the world
Draw conclusions
Make Assumptions
Select Data
Observe Data
Ladder of Inference
“I Believe…”
“I Know…”
“I Saw…”
“Let’s Go See…”
Take Action Based on Beliefs
Adopt Beliefs about the world
Draw conclusions
Make Assumptions
Select Data
Observe Data
Ladder of Inference
“I Believe…”
“I Know…”
“I Saw…”
“Let’s Go See…”
Take Action Based on Beliefs
Adopt Beliefs about the world
Draw conclusions
Make Assumptions
Select Data
Observe Data
Ladder of Inference
“I Believe…”
“I Know…”
“I Saw…”
“Let’s Go See…”
Take Action Based on Beliefs
Adopt Beliefs about the world
Draw conclusions
Make Assumptions
Select Data
Observe Data
Ladder of Inference
“I Believe…”
“I Know…”
“I Saw…”
“Let’s Go See…”
Take Action Based on Beliefs
Adopt Beliefs about the world
Draw conclusions
Make Assumptions
Select Data
Observe Data
EmpowerFrontlineLeadersLindaVerba,EVPHeadofServiceStrategy
ThinkLikeACustomer
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EngagementMatters!
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HumanConnectionDigital/VideoMediaWinning
Ideas
Engage
EmployeeSurveyExecutiveVisits
CallListeningSessions
Listen
Know,Believe,TellOurStoryCatchtheWaveCallsPeopleLeaderToolkits
Inspire
DailyFANMailSpiritofWOW!RewardsThankYouThursdays
Reward&Recognize
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ofEmployeessaybeingrecognizedisthemostimportantmotivatorintheirjobs.78%
Tomorrow,IwillpersonallythankapersonorTeamandspecificallyhighlightwhattheyhavedoneandtheimpacttheyhavemade.
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Disengaged Employees Can’t Create an Army of Promoters
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?
EmployeeNPS20% CustomerNPS75%???
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