Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is Stranger than Fiction and Is Your Customer Focused Language Important? for more about interesting customer service experiences. One thing that is no surprise is that industry-leading organizations are often recognized for providing great service and creating memorable customer experiences. They put the time and resources into ensuring they have knowledgeable team members who are friendly and ready to help. Plus, they are skilled at providing great after-sale service to further the relationship customers have with their organization/brand. What is the key to their success in providing a great customer experience? Great leadership. Great leadership helps establish great customer service. Effective leadership inspires engaged teams, and engaged teams create memorable customer… Read more »
Leadership That Stimulates Change
LEADERSHIP THAT STIMULATES CHANGE focuses on the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.
Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.
As a senior executive with over 30 years experience, he works with senior leaders to navigate change and influence and inspire higher performing, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.
This is the fourth article in our leadership consulting series of articles that looks atcreating transformative change in your organization. The full series will be available for download as a white paper once it is completed. In our last article, we discussed How to alter your approach as a leader to create change. Now let’s discuss some of the critical moments of change that allow for transformation. Critical Moments in the Change Process That Have a Major Impact on Adoption In my experience working as a business consultant and a leadership expert, understanding when you can affect change is one of the keys to making change stick and creating real, impactful change. There are critical moments in the change process that have a major impact on adoption, and you can make the biggest difference by understanding how and when to communicate change to your team members. Change is directly related… Read more »
Helping leaders navigate organizational change is one of my favourite activities as a leadership consultant. There is no doubt that forward thinking organizations understand that change will always be part of doing business, especially as new technologies and ways to do business emerge in an increasingly competitive marketplace. As I have discussed in previous posts such as How To Get Your Team To Buy Into Organizational Change and How Transformative Leaders Make Organizational Change Stick, leaders themselves need to be transformative in order to inspire higher performance that create customer-focused cultures and create long-term, profitable relationships with customers. However, the process of getting to this point is often a difficult one. 6 Ways to Create Transformative Organizational Change Here are 6 ways you can create organizational change that will stick for the long term and be the transformational leader that you envision yourself being; Create clarity by linking change to… Read more »
This is the third article in our leadership consulting series of articles that looks at creating transformative change in your organization. The full series will be available for download as a white paper once it is completed. In our last article, we discussed the importance of leaders understanding the need to change first before an organization can experience transformative change. Now let’s discuss the how to alter your approach as a leader to create organizational change. Altering your Approach as a Leader is the First Step Toward Organizational Change In my experience as a leadership expert, it is clear that advocating for change internally and communicating the need for your team to alter the way they do things is extremely difficult if leaders first do not make noticeable changes themselves. Actions speak louder than words, and this is particularly the case when it comes to organizational change. You first need… Read more »
In my experience as a leadership consultant, I have had the privilege to work with a wide variety of organizations of all sizes and from different industries. However, one thing I have observed that has gotten many organizations in trouble and has caused issues within the leadership ranks is relaxing too quickly when things are going well. Even though strong performance is a positive thing, it does not mean that performance will remain this way into the future. The truth is strong performance can actually mask issues if you are not careful, which can come back and bite you in the future. This is why leaders need to stay sharp and keep their foot on the gas to ensure that today’s good performance leads to tomorrow’s exceptional performance. Good Performance does not always Equate to Good Business Practices <Click to Tweet> Having a great product or service does not always… Read more »