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.

Building Emotional Capital – How to Maintain Enthusiastic, Engaged Employees

Employee engagement

In our current economic climate, many companies are wondering how to maintain an enthusiastic, engaged employees. Employee Recognition and Employee Engagement experts agree that recognizing employees with thank-you’s and small rewards are the foundation of all strong Employee Recognition Programs (ERP). They answer the basic human need for something fundamentally important; Emotional Capital. When integrated into a rewards program, this approach to recognition is more powerful and has more lasting impact than financial compensation. We have all heard that people join an organization for money, but leave because of lack of recognition. A recognition program that appreciates, thanks and rewards employees can lift staff out of the recessionary downer that many are falling into. This Emotional Capital builds on our need for belonging, self-esteem and feeling good about the contribution we make. Cash cannot meet this need. Recent studies that support this philosophy include: Spot awards to employees resulted in… Read more »

Have you Identified your Employees as a Key Target Audience?

business team with ideas thought cloud

Much has been written about the need for communicating with employees. People are often put in charge of internal communications and spend their time creating newsletters and memos that get sent far and wide informing folks about what is going on in the organization. Often we designate the employees as one of our key target audiences or stakeholder in our planning documents. This is all a good thing. However, being the provocative person that I am, I have to ask, “Is that really what you want to do?” MY PERSPECTIVE: I would suggest that communicating usually means creating and delivering messages to an audience. Further, I would suggest that what you really want to do is facilitate a conversation or a dialogue with your employee community. For many, you are probably saying, “That’s just semantics — that’s what we mean”, so let me ask, “Is that what is happening?” Are… Read more »

Satisfied Customers Are Killing Your Business: 3 Strategies to Strengthen Your Emotional Connection with Your Customers

Customer Satisfaction

This is the first in our 6-part leadership speaker series of articles that looks at stimulating change for epic service. People talk about the importance of customer service all the time, yet few companies are recognized for doing it well and even fewer are willing to change their approach to get the desired result Your customers are not loyal. The brutal truth is that 75% of your customers would gladly do business with the competition — because companies have not created the emotional connection that creates customer loyalty and advocacy. In my experience as a leadership change consultant, getting a customer to return depends on more than simple satisfaction.  It depends on giving the customer a reason to come back. Are you giving your customers a reason to come back? If you want to increase repeat business, then it’s time to change your approach to customer satisfaction. Making Real Change – Satisfied Is Worse than… Read more »

Treat Customers Like They Matter Or You Will Lose Them

Customer experience

Recently I had to go to a local collision repair shop for an estimate for some repair work on my car. I was sent to this particular shop by my insurance company for a quote, but was told I could have the actual repair done at any accredited collision repair shop. The first thing I noticed was a sign on the back wall that stated “Quality starts with great service”. I was greeted quickly by the receptionist who took some basic information and then asked me to take a seat indicating an estimator would be right with me. Well, I sat for 5 minutes watching 2 people sitting at desks working away at their computers. One of them took a phone call and the second commented to the receptionist that she would be awhile. At no time did either acknowledge me. Suddenly the one who took the phone call stood… Read more »

Focus on Character Not Competence 3 Ways to Build a Strong Organizational Culture

We Are What We Think

This is the second in our 6 part leadership speaker series of articles that looks at stimulating change for passion & profits. Your organization is only as good as the talent you recruit. It is the people who define and shape the organizational culture — so identifying people with the right character, attitudes, and behavior must be the highest priority when hiring or promoting within. In my experience as a leadership change consultant, character always wins — too often people are hired for competence, but fired for character. This is why it’s important to ensure your recruitment process is focused on finding and hiring people who share the same values as your organization. A 3 Step Approach to Hiring Individuals Who Fit Your Culture Finding the right people to work in your organization begins with a well thought out hiring process that gives priority to character and behavior over competence…. Read more »