webinar presentation: keys to executing as promised
DESCRIPTION
How can businesses more effectively "Execute as Promised" through their organization? After this topic created ongoing discussion at a local event, we opened it up to broader webinars. Issues covered include: Employee-Customer Alignment, Messaging Clarity, and Managing Expectations.TRANSCRIPT
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Execute as Promised Goal
Lawrence McGlown CEO getSayDo
Execute as Promised – defined
The ability to meet customer expectations
at every interaction.
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It’s difficult to Execute as Promised
CUSTOMER
EMPLOYEES
70% of employees are
disengaged – Gallop Poll, 2013
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Disengaged Employees
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Poor employee representation
<50% of customer facing employees know:
what their company stands for
1 what makes their
company different
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– Gallop Poll, 2012
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Decreasing Trust in Business
85% of executives around the world say:
“trust in business has deteriorated.” – McKinsey Quarterly, March 2009
Establish Clear Expectations
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Huh?
Help people and businesses throughout the world realize their full potential.
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Got it!
Organize the world’s information and make it universally accessible and useful.
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Can Grandma understand what you’re saying?
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The customer revolution has begun—and it’s never been more important to develop real relationships with your customers. As the world’s most powerful 1:1 digital marketing platform, we help you make the most of every customer interaction—creating personalized, cross-channel customer journeys that deliver exceptional brand experiences. The future of digital marketing is here. See why we’re excited to be leading the way.
Make the most of every customer discussion – before, and after they buy.
B4 Grandma Test After Grandma Test
Listen
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Solution
Listen #1 Trust Rebuilder: Listen to customer feedback.
- Edelman Trust Barometer, 2013
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Listen to how customers feel about their interactions
with your business.
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Key Topics to Monitor
Recap
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Recap
Establish clear expectations
1. Evaluate the clarity of your business goal
2. Market the goal internally.
3. Communicate with customers in simple terms.
4. Get to the point, and use details as needed.
Listen to how customers feel
1. Give every employee access to customer feedback.
2. Use words to establish expectations. Then act to affirm.
3. Monitor feedback trends, good and bad.
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What are your employees doing?
or
Doin’ stuff Doin’ stuff that matters
