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One of the most important jobs of a manager is to provide feedback. And it’s not just advice from the boss. Whether you’re raising kids or leading a team project, feedback is a critical tool for success.
Effective feedback has nine elements. They are:
If you work for a boss who gives you little to no feedback all year long, then you know the dreaded process. You fill out a performance review form. You schedule a meeting with your boss. You sit down and wait to see what will happen. You have no idea what to expect. You may be nervous, anxious or just plain curious about what she will say.
An effective boss doesn’t wait for performance review time to give feedback. It’s a continual process. I’ve found the most effective feedback is given during informal times—over a cup of coffee or lunch. You have the opportunity to have a discussion about something.
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A crisis. A major problem. A disaster.
If it hasn’t happened to you, my guess is that it will. Most all of us will find a time in our careers when we are right in the middle of it.
Several times in my career, I’ve found myself in difficult situations. For me, I find it may be stressful, but also energizing at the same time. At least a crisis is a reason to take quick, decisive action because a lot is on the line.
What do you do when you find yourself in a really tough situation?
It’s Customer Service Week making it an ideal time to review your customer service strategy.
Not too long ago, I had the opportunity to talk with one of the world’s authorities on the customer experience. Shep Hyken is an author, speaker, and consultant to some of the world’s largest companies. He is a member of the National Speakers Association’s Speaker Hall of Fame for lifetime achievement and is a member of the distinguished Speaker’s Roundtable. His books include The Loyal Customer, Moments of Magic, and the bestselling books The Cult of the Customer and his latest The Amazement Revolution.
In The Amazement Revolution, Shep outlines seven powerful strategies to increase customer and employee loyalty. As Shep says, the Amazement Revolution is, “The strategic decision to remake your organization or your team based on the principle of amazement.”
It seems simple, but it’s profound. What if you and your organization really remade everything in your company around creating an AMAZING customer experience? What would happen?
Photo by verticalpharmacy on flickr.
That’s the number of consumers who switched to a competitor after a bad experience.
That’s the number of consumers who will pay more for exceptional customer service.
These statistics from Harris Interactive emphasize with numbers what we all know: customer service matters. We are more likely to stay with a company, to recommend a product, or to buy more services from companies who do it well. And, when we have a negative experience, social media can become an outlet for frustration.
I’m a believer that everyone in a company is in customer service. Decades ago, Peter Drucker said, “There is only one valid definition of business purpose: to create a customer.” Servicing the customer is central to success.
Photo by Konstantin Lazorkin on flickr.
Cynthia Montgomery’s new book, The Strategist, will challenge you to rethink your approach to business strategy. For over twenty years Professor Montgomery has taught at Harvard Business School. For six of those years she led the strategy track at Harvard Business School’s executive program for owner-managers, personally helping business leaders around the world with strategy formation. Her experience is that rare blend of the academic with the practical, and her new book offers business leaders the benefit of her extensive experience.
Every year, I read numerous business books and can say that this is one that won’t be relegated to a shelf. It’s a blueprint, a guide to leading your company with greater success. Nothing is spared, and you will question not only your company strategy but also your personal leadership of the strategic process. See if you can answer with clarity the following questions:
Are you a strategist?
Why does your company matter?
Are you the leader your business needs?
Is your strategy filled with generic statements and empty clichés?
Do you know where your company is going and why?
After reading the book, I was personally challenged to rethink strategy. I recently had the opportunity to ask Cynthia about her work and her vast experience in strategy formulation and leadership.